We’re looking for motivated, engaged people to help make everyone’s journeys better.
• Act as First point of contact to the Service Desk / Front all inbound support Calls • Triage and Diagnose reported faults applying standard fix protocols as required. • Accurately log incidents and ensure all relevant data is captured. • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. • Escalate incidents where a first-time fix is not possible to relevant internal resolver group. • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. • Escalate potential service issues initially with Team Leader/Service Desk Manager • Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s • Manage Service Desk emails (Governance) • Finding ways to improve the overall customer experience • Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps; • Documents and communicates related IT standard policies and procedures as defined by management; • Inbound phone calls and emails during an assigned shift in a 7x24x365 global Service Desk; • Assists on related projects and activities as assigned by management; • Adherence to time and metric’s tracking. • Advise management of any issues that need immediate attention or that will affect service levels
If you want to be part of a team that helps make travel and culinary memories, join us!
Skills Required
- Experience with Service Desk operations
- Familiarity with incident management systems
gategroup Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about gategroup and has not been reviewed or approved by gategroup.
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Healthcare Strength — Medical, dental, and vision coverage are advertised for eligible U.S. employees, alongside an employee assistance program and health accounts. This points to a solid core health offering for many roles.
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Retirement Support — A 401(k) plan with up to a 3% company match is promoted at most locations. This provides tangible employer-backed savings for retirement.
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Wellbeing & Lifestyle Benefits — Complimentary meals at many onsite cafeterias and an employee assistance program add everyday and wellbeing support. Optional add-ons such as accident, critical-illness, legal, pet, and commuter benefits broaden the perk set.
gategroup Insights
What We Do
gategroup is the global leader in airline catering, retail-on-board and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents
