WE’RE HIRING Help Desk Specialist (Travelport/GDS Support) HK$19K/month + Bonus
TicTas Technologies Limited WE’RE HIRING Help Desk Specialist (Travelport/GDS Support) HK$19K/month + Bonus
Summary
Help desk specialist at a travel services company: resolves customer incidents via MyTravelport/Infinity, assists clients with fare shopping, booking and ticketing inquiries over WhatsApp/WeChat, maintains product/policy databases, runs briefings and training, and ensures SLA compliance. Core stack: Travelport/GDS, airline CRS, MS Office/Excel.
Salary: $19,000 – $20,000 per month
About the role
This role involves incident management, customer support, sales support, and database operations within a travel services environment. You will resolve customer incidents, manage support channels, maintain product databases, conduct team briefings, deliver training, and drive service improvements while ensuring compliance with internal processes and SLA guidelines.**Less experience will be considered for Junior Help Desk Specialist**
Key responsibilities
Resolve customer incidents timely with accurate replies, managing problem tickets via MyTravelport and Infinity
Handle escalations, track progress, follow up, and update stakeholders, including monitoring service outages with the Global Customer Center
Log and analyze incidents by business impact/severity, track resolution, and conduct root-cause analysis
Manage WhatsApp and WeChat sales channels, assisting clients with fare shopping, fare validation, booking, and ticketing inquiries
Maintain the company products policy database (including commission tables and mark-ups) and liaise with overseas consolidators
Run weekly team briefings covering product updates, workflows, call metrics, known issues, and Q&A
Deliver on-site and off-site subscriber training sessions; prepare training manuals and certificates
Support new site setup for customer onboarding (SID setups)
Spot service gaps and drive product/system enhancements
Ensure full compliance with all internal processes, policies, and SLA guidelines
Undertake other reasonable ad-hoc tasks with a flexible and positive attitude towards new work demands.
About you
Minimum 2 years of working experience as a travel consultant in a travel agency
Hands-on experience and deep understanding of GDS (such as Travelport) or airline CRS platforms
Excellent verbal, written, and interpersonal skills
Good command of written and spoken English, Cantonese, and Putonghua
Strong analytical mind, highly organized, capable of managing multiple tasks under pressure
Collaborative team player proficient in MS Office (especially Excel)
Previous background with GDS or airline help desk operations is a distinct advantage