Cape Air

IT Support

• Provide first-level contact and problem resolution for all users with software application & hardware problems via phone, email or in person
• Maintain proficiency with the responsibilities of reservations and airport agents
• Perform testing and offer feedback on existing programs, new versions of these programs and new functionality within existing or new distribution channels
• Provide accurate and timely logging of problems and resolution for problems into helpdesk ticket management system
• Elevate calls/emails that cannot be answered at initial request or urgent matters affecting the operation pursuant to the Help Desk Escalation Process
• As time allows, review PNRs to ensure passengers are check-in ready
• Assist with maintaining the department’s reference materials
• Reinforce training when assisting employees
• Support and encourage frontline agents to prevent customer service failures
• Participate in additional/regular training sessions to maintain subject matter knowledge
• Additional duties assigned

Help Desk Representative