Applications Support Analyst

Overview:
Internova Travel Group is one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States, Canada and the United Kingdom, with a presence in more than 80 countries. **Click here for more information about**Internova Travel Group **.**

**Responsibilities**:

- Diagnose and resolve issues, escalating to vendors or developers when necessary.
- Collaborate with Director of Service Delivery and Business system to understand business unit workflows and identify opportunities for system improvements.
- Participate in the testing and deployment of new features and updates.
- Perform regular audits to assess system performance, security, and compliance.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Utilize remote control software to remotely troubleshoot and fix user problems.
- Escalate IT issues when necessary.
- Develop user training manuals, help sheets, frequently asked questions (FAQs) and procedures for end users where applicable.
- Able to work extended hours in the event of serious problems or scheduled work.
- Provide clear & concise information though written and verbal communications.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Build rapport and elicit problem details from help desk customers.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Responsible for improving systems and processes within the end user standards leveraging improvements in technologies to provide efficiencies with service delivery.

Qualifications:

- Associates degree in MIS/CIS or equivalent business/industry training and on the job experience of at least 3 years of equivalent work.
- 5+ year(s) experience supporting end user computing technical service support in a business environment.
- Familiarity with ITSM tools
- Occasion overnight travel for implementation and support of company locations nationwide.
- Ability to work a five (5) days a week schedule.
- Ability to work on-call rotations (afterhours and weekends) when necessary.
- Experience working in a team-oriented, collaborative environment.
- Shows initiative and follow-up to ensure successful results.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Excellent written and oral communication skills.
- Ability to present ideas in user-friendly language.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.

**Pay and Benefits**

Our benefit offerings include medical insurance, meal tickets, transportation allowance, paid time off, discounted employee travel options, access to LinkedIn Learning webinars and courses.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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