Job TitleAssociate, Helpdesk & System
Reports ToAssistant Manager, Helpdesk & System
Position SummaryResponsible for delivering Level 1 and 2 Product Support Services (PSS), ensuring efficient incident management — from issue reporting and escalation to resolution — across all support channels, including email, phone, and chat.
Key Accountability
• Act as the first point of contact for internal and external customers seeking technical support, including root cause investigation.
• Perform remote troubleshooting using diagnostic techniques and targeted questioning.
• Manage Oneworld inquiries from other Oneworld helpdesks and frontliners within MAG, ensuring timely issue resolution in compliance with Oneworld Document Requirements Description (DRD).
• Facilitate MEDA (medical assistance) requests, including price quotations, coordination with customers / requestors (Doctors) for approval, space blocking with Revenue Management, service delivery with Engineering and Airport Services, and ticketing preparation.
• Provide second-level support for Global Distribution System (GDS) issues. Investigate disputed Agency Debit Memos (ADMs) raised during audits and provide technical recommendations.
• Ensure proper documentation, recording, and closure of all tasks performed. Maintain updated customer data and generate activity reports.
• Escalate unresolved issues to higher-level support personnel as needed.
• Recommend and suggest improvements to existing support procedures.
• Perform any additional tasks or responsibilities assigned to the DSS Helpdesk function.
Qualification & Working Experience
• Bachelor’s degree in Business, Information Technology, Computer Science, or a related discipline.
• Minimum 1 year of experience with 1A Reservation & Ticketing System or a similar environment.