Helpdesk Analyst for Global Travel Technology Co

2 days ago

Manila, National Capital Region, Philippines TEK INFOTREE SDN BHD Full time ₱600,000 per year

Job Title: Travel technology Helpdesk Analyst

Location: Manila, Philippines (Hybrid)

Budgeted Salary: PHP 600,000/year + 5% annual bonus (approximate PHP50,000 per month)

Industry: Global Travel Technology

Employment Type: Permanent

Company Overview

We're a global travel technology company that powers bookings worldwide — from flights and hotels to car rentals. Our platforms simplify the travel experience, and we're looking for specialists to help deliver outstanding support to our customers across the globe.

Role Summary

As a GDS Helpdesk Analyst, you will provide functional and technical support across Travel Company full product range. You'll act as a key point of contact for frontline customer service, troubleshooting issues, resolving incidents, and ensuring our Premier customers receive world-class support.

Key Responsibilities

Customer & Technical Support

  • Deliver helpdesk support across Travel Company's product portfolio (functional and technical).
  • Manage incidents via omnichannel platforms (phone, email, chat, web submit).
  • Accurately troubleshoot and resolve customer issues or escalate where necessary.
  • Track incidents in the Incident Management System through to closure.

Performance & Quality

  • Meet resolution and escalation timelines to reduce customer impact.
  • Continuously enhance Travel Company application knowledge for faster problem-solving.
  • Identify recurring issues and trends to drive customer experience improvements.

Customer Experience

  • Take ownership of incident resolution for Premier customers, ensuring prompt, courteous, and accurate service.
  • Promote Travel Company self-service options

Candidate Profile

  • Experience: Minimum 2 years in a travel agency, tour operator, or airline environment.
  • Technical Skills: Galileo GDS expertise required (other GDS knowledge also considered). CETS or leisure tools experience is an advantage but not mandatory.
  • Good communication skills in spoken and written.
  • Soft Skills: Collaborative, consultative, and empathetic approach with strong team orientation.

Perks & Benefits (Philippines package – generalized)

  • Work Model: Hybrid with flexible global agile working policy.
  • Leave: Competitive paid annual leave plus public holidays.
  • Bonus Program: 5% annual performance bonus

Insurance:

  • Medical coverage
  • Life and accident insurance
  • Business travel insurance

Other Benefits:

  • Monthly allowance via employee benefits platform (meal vouchers, gift cards, training, and lifestyle perks)
  • Reimbursement for travel expenses (per diem/meals for business travel)
  • Mobile phone (role-dependent)
  • Work-Life Balance: Holiday allowance plus additional company-wide office shutdown days.

Job Types: Full-time, Permanent

Pay: Php40, Php50,000.00 per month

Benefits:

  • Opportunities for promotion

Application Question(s):

  • What is your average current salary & expected salary in PHP?
  • Are you able to travel to work in Metro Manila, Philippines? [Hybrid mode]
  • What is your English proficiency, kindly rate yourself (1-lowest, 10-highest)?
  • Are you comfortable with the job scopes of Premier Helpdesk Analyst?

Education:

  • Bachelor's (Preferred)

Experience:

  • technical support role: 2 years (Preferred)
  • Travel, tour, airline or GDS environment: 3 years (Preferred)

Work Location: In person

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