Service Desk Agent

Job Description

TUI Group is the world’s number one integrated tourism business. Customer Services C4C support is a global team within TUI technology, responsible for effective delivery of all the C4C and associated IT systems to our colleagues and end customers. We are a multi-disciplinary team of experts across Architecture, Engineering, DevOps and Agile Delivery providing services across the UK, Ireland, Sweden, Norway, Denmark, Finland, Germany, Belgium, The Netherlands and various other geographies.

At TUI we’re ambitious to become the leader in technology within the travel industry and to achieve this we are looking to build a capable, creative team who want to be a part of accomplishing that goal.

We never stop looking ahead, seeking new ways to delight our customers and grow our business. We recognise the power of digital and the massive contribution this brings to creating a truly unique and differentiated customer experience.

Service Desk is the single point of contact for IT issues, questions and request within the TUI Group. For this Service Desk we are looking for a talented and dedicated Service Desk Agent to join the newly formed Colleague Compute technology organisation which provides everything, from IT Service Desk capabilities to IT device management and Collaboration services, to our colleagues.

The Service Desk Agent is responsible for conducting efficient 1st level IT support, analyzing and resolving end-user IT issues and requests via telephone, a common ticket system, chat, e-mail or on-site.

ABOUT THE JOB

• As a Service Desk Agent, you will work together with your colleagues on the analysis and resolution of 1st line incidents. You will support standard technologies, applications and products of our customers in the context of agreed role descriptions.
• Coordinating or escalating of 1st line incidents is another core part of your routine. You will manage the process through the prioritisation, assignment/release, completion phases of an outage or incident. Sometimes this will include dealing with unknown causes and service disruptions.
• Additionally, you will advise and support your users in all matters related to the use of supervised applications, hardware and software. Within this capacity you will provide on-site and/or remote hardware, software and application support if required.
• Within TUI everyone has a part in central organisational improvement, for this means that you will participate in the implementation of projects in the framework of the TUI project organization.
• Security is part of everyone’s job. At TUI, we practice secure behaviours first in everything we do.

ABOUT YOU

• Vocational qualification as an IT systems clerk/technician, IT specialist or a degree in (business) computer science.
• Basic knowledge about Office365, in particular working with Sharepoint and Teams.
• Experience with systems that handle tourist core processes, production & distribution systems
• 1- 2 years of professional experience and detailed knowledge of information and communication technologies in customer service desirable
• Good understanding of system processes and contexts
• Pronounced/high-level quality awareness
• Very good organisational and problem-solving ability
• Strong sense of responsibility, ability to work independently, willingness to take on responsibility
• Good social and teamwork skills
• Proactive
• Agile learner
• Good communication skills in Flemish/Dutch, French and English are required (oral and written)

• At last but not at least, a premium customer-oriented attitude and of course a lot of enthusiasm for resolving IT issues . You are the first point of contact for all IT issues !

ABOUT OUR OFFER

• Being a valuable team member of TUI, the No.1 global and socially aware travel company.
• Competitive salary and benefits.
• Smart working (Flexible hours) and possibility of working remotely up to 100% or Hybrid from one of our offices.
• Develop yourself as part of a friendly, richly diverse and virtual international team.

At TUI, we know people are as diverse as the destinations we send our customers to. ​We love to see your uniqueness shine through and inspire the future of travel.​