Job description

eBusiness Support Analyst

In over five decades of business MIKI Travel have grown to become one of the most influential Global Wholesaler’s in the world. With offices in over 36 countries around the world we offer a complete travel product. Our business diversity ranges from vast numbers of individual tours (FIT), large group series, ad-hoc group tours and covers restaurants, coaches and sightseeing products.

We aim to deliver outstanding customer service and satisfaction through continuous innovation, development and investment in systems and technology.

We are currently seeking to recruit an eBusiness Support Analyst within our dynamic, fast paced eBusiness Technology division, to be part of the growing eBusiness Support Team, which provides outstanding technical and functional support to our customers, suppliers and Miki Travel offices worldwide.

The position is based at Miki Travel’s main London office.

Job Purpose

We are currently seeking to recruit an eBusiness Support Analyst within our eBusiness Operations Department, to be part of the growing eBusiness Client Support Team which provides outstanding technical and functional support to our customers, suppliers and Miki Travel offices worldwide.

The position is based at Miki Travel’s main London office. Occasional travel may be required.

Main Responsibilities

• Provision of IT (eBusiness) Support for Miki Travel clients and offices mainly using helpdesk software, email or IM (Skype). Additional support by phone or face-to-face may be required
• Investigation and resolution of IT issues related to Miki Travel’s eBusiness, which will include
  • Miki Travel’s online booking websites
  • XML B2B interface
  • Applications utilised by Miki Travel
• Maintenance of Help Desk records and the recording of all changes
• Maintain and create documentation for the eBusiness Support repository
• Work closely with eBusiness Support staff in the UK and Bangkok
• Suggest and implement improvements to eBusiness Support processes and systems
• Daily handover of work to ensure a smooth transition between time zone cover periods
• Escalation of any relevant problems/issues raised during the day
• Ensuring the company maintains a good relationship with its clients
• Contribute to and promote the implementation of Service Level Agreements (SLA’s)
• Promoting a business partnership with other departments within Miki Travel Ltd
• Responsible for the quality of the work produced in line with Miki Travel’s quality procedures
• Responsible for ensuring that remedial action is taken when and as necessary
• Complete personal development plans, appraisals, agreeing key result areas with the eBusiness Support Manager
• Responsible for ensuring that all escalation processes are fully complied with
• Adhere to and enforce Miki Travel’s company procedures and policies

Job Ref
EBIZ 0304

Department
e-Business Systems

Location
London

Type of Employment
PERMANENT