IT Service Desk Quality and Content Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

The IT Service Desk Quality and Content Analyst elevates our technical support experience by evaluating service desk interactions, analyzing performance metrics and turning complex technical information into accessible resources.

• →Quality scoring of IT Service Desk tickets, ensuring: Accurate logging and documentation Adherence to customer service standards Compliance with incident management processes
• →Manage the Technical and User Knowledge Bases Create, update and purge technical documentation Maintain a current, relevant end-user knowledge base Identify demand trends to drive continuous improvement
• →Deliver training and knowledge transfer Design and deliver training sessions for the Service Desk team Develop materials for new and updated products and functions Validate the team's understanding of new technical capabilities

• Technical proficiency In-depth understanding of GBT IT infrastructure Strong knowledge of core technologies (AD, O365, Zoom, Windows) Ability to interpret and translate technical information Proficiency in data interpretation and reporting
• Communication and evaluation skills Exceptional written English for web and print Skill in creating content for diverse technical audiences Ability to apply consistent scoring across interaction types, assessing communication effectiveness, problem resolution, compliance and customer experience
• Stakeholder management Exceptional cross-team collaboration with Service Desk teams, technical product owners, IT infrastructure teams and end-user groups
• Personal qualities Strong time management, prioritization and attention to detail Commitment to high-quality user experience, proactive problem-solving, and empathy and patience in technical communication Adaptable, self-motivated and collaborative

• Relevant IT or technical certification
• Previous IT service management experience
• Background in technical writing or documentation

Location

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

This role is for CWT, a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!