Help Desk Analyst

2 weeks ago

Bucharest, Bucureşti, Romania Infotree Global Solutions Full time 83,600 - 88,400 per year

Job Title:
Premier Helpdesk Analyst – German

Location:
Bucharest, Romania

Base Salary:
83,000 RON + 5% bonus

Position Summary

We are seeking a Premier Helpdesk Analyst with German language proficiency. The successful candidate will provide guidance and technical support to frontline customer service teams across a wide range of travel technology solutions.

Key Responsibilities

  • Provide Helpdesk support on both functional and technical issues across the full product portfolio.
  • Manage incidents received through multiple channels (phone, web, chat, and email).
  • Diagnose and resolve customer issues to minimize service disruption; escalate complex cases as needed.
  • Adhere to established resolution and escalation timelines to ensure a high standard of customer service.
  • Report and track incidents using the Incident Management System and identify trends to improve service delivery.
  • Take ownership of issues for premier customers, ensuring accurate, courteous, and timely resolution.
  • Promote the use of customer self-service tools.

Required Qualifications and Experience

  • Minimum of 2 years' experience in a travel agency, tour operator, or airline environment.
  • GDS knowledge required (Galileo preferred; experience with other GDS platforms will also be considered).
  • Familiarity with CETS or other leisure tools is advantageous but not mandatory.
  • Proven ability to build strong customer relationships with a collaborative and empathetic approach.
  • Excellent verbal and written communication skills in
    German and English
    .
  • Strong problem-solving abilities and a team-oriented mindset.

What We Offer

  • Hybrid working model.
  • Competitive base salary and annual bonus.
  • Comprehensive benefits package including:
  • Generous holiday allowance plus Christmas office shutdown.
  • Medical and life insurance.
  • Monthly benefits budget of 600 RON for meal vouchers, gift cards, travel discounts, language courses, and more.
  • An inclusive and diverse workplace where all employees are encouraged to contribute and grow.


Make your mark in travel technology – apply today to join our team as a Premier Helpdesk Analyst

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