GDS Helpdesk

DESKRIPSI PEKERJAAN

• Respond to customer inquiries, requests, and issues through various channels such as Whats App Chat (DAISI), email, or ticketing systems. Provide timely and professional support to ensure customer satisfaction.
• Resolve customer problems or complaints by gathering relevant information, analyzing the situation, and providing appropriate solutions.
• Collaborate with other support team members or departments to resolve complex issues or elevate problems that require specialized attention. Work closely with Network Operation Centre (HQ) to communicate customer feedback and suggest improvements.
• Ensure a high level of customer satisfaction and maintain professionalism, empathy, and effective communication skills. Handle all customers with patience and resolve conflicts in a calm and professional manner.
• Stay up-to-date with data center knowledge and enhancements to provide accurate and timely information to customers. Participate in training programs, workshops, or certifications to enhance technical skills and customer support abilities.
• Provide/deliver training programs/workshops for customers (online/off-site/on-site) according to standard modules applicable.
• Provide first-level IT support including troubleshooting hardware, software, and network issues as well as assisting with system access, installation, and configuration.
• Log and track IT incidents using the ticketing system, ensuring timely follow-up and resolution or escalation to relevant IT teams if necessary.
• Support the setup and maintenance of IT equipment such as computers, printers, and peripherals for both internal teams and customer-facing environments.

• 1–3 years experience in GDS technical support, or helpdesk roles
• Prior experience in the travel, aviation, or hospitality industry strongly preferred
• Exposure to GDS systems (Galileo)
• Experience with ticketing systems (Zendesk, Freshdesk, Service Now, or similar)
• First-level IT troubleshooting skills: hardware, software, and network basics (LAN, WiFi, VPN)
• Familiarity with system access provisioning, software installation/configuration
• Strong communication skills — written and verbal, in both English and Bahasa Indonesia
• Patience, empathy, and composure under pressure, with strong conflict resolution skills
• Comfortable delivering training or presentations to customers (online/on-site)
• Cross-functional collaboration skills (works with NOC/HQ and internal IT teams)
• Willingness to work shifts and travel for on-site training delivery, if required

• * SPESIALISASI**:
  Hospitality and Tourism
• * PENDIDIKAN MINIMAL**: S1 (Sarjana)
• * SISTEM KERJA**:
  On-site
• * TIPE PEKERJAAN**:
  Full time
• * LOKASI**:
  Bandung, West Java (Jawa Barat), Indonesia
• * INDUSTRI**:
  Airlines / Aviation
• * SITUS PERUSAHAAN**:

PT Galileo Indonesia Perdana, juga dikenal sebagai Galileo Indonesia, didirikan pada tahun 1997 sebagai mitra operator lokal dari Travelport Global untuk Indonesia. Berkantor pusat di Jakarta dan diikuti dengan memiliki dua kantor cabang di Medan dan Surabaya pada tahun 2000 dan 2002.

Pada tahun 2019, Galileo Indonesia melanjutkan pertumbuhannya setiap tahun, ditandai dengan perolehan pangsa pasar sebesar 40%, terutama untuk segmen Free Individual Traveler (FIT). Hari ini, Galileo Indonesia, yang mengusung tagline “mitra teknologi perjalanan Anda” tetap berkomitmen untuk selalu menawarkan produk, layanan dan solusi terbaik kepada pelanggan setia pengguna Galileo Indonesia di seluruh Indonesia.

Eksistensi perusahaan didukung oleh perusahaan terafiliasi seperti: ATI Business Group sebagai mitra fare loader, PT. Sentra Solusi Indonesia (SSI) sebagai mitra strategis sistem mid-back office dan PT. Mitra Abadi Solusi yang mendukung jaringan dan koneksi datanya.