Service Desk Agent

Job Description

TUI Group is the world’s number one integrated tourism business. Colleague Computing is a global team within TUI technology responsible for effective delivery of all the common IT services our colleagues need to provide excellent service to our 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 and The Netherlands.

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.

24/7, the 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 Colleague Computing 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 and 2nd level IT support, analyzing and resolving and/or assigning end-user IT issues and requests via telephone, a common ticket system, chat, e-mail or on-site. Other challenges are testing and acceptance of system applications, user support/training and implement and improve services including automation and robotics for end-user support. The Service Desk Agent also handles documenting and developing the processes for assigned applications.

Become part of our team - applications open! This role will be advertised for a minimum of 14 days but could close anytime after this time so don't delay!

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, bonus opportunity, exclusive travel perks & discounts, extensive health & wellbeing support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance and offer hybrid or remote working models.
• A career to shape: Opportunities to upskill, reskill and grow your career. Access the TUI Tech Learning Hub to level-up and reach your ambitions.
• Expand your horizons: Participate in our tech communities and collaborate on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation and the Sustainable Tech Community.

ABOUT THE JOB

• As a Service Desk Agent, you will work together with your colleagues on the analysis and resolution of 1st and 2nd line incidents.
• You will help to create manuals and user instructions for new and existing applications and conduct trainings for them with end users.
• You will use your organisational skills to document existing process flows for supervised applications, hardware and software.
• Coordinating the resolution of 1st and 2nd line incidents is another core part of your routine.
• You will manage the remediation process through the prioritisation, assignment/release, completion phases of an outage or incident. Sometimes this will include dealing with unknown causes and service disruptions. Effective handling of incidents also requires you to create sustainable solutions for one-off and recurring incidents through handling analysis, concept, coordination, control, commissioning and budgeting of these solutions.
• 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 help identify and solve interface problems within sub-processes and prepare appropriate organisational regulations and propose process-optimizing measures in coordination with the process organiser.
• You will participate in the definition and implementation of projects in the framework of the TUI project organisation.
• 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.
• Solid experience with systems that handle tourist core processes, production & distribution systems.
• Strong professional experience and detailed knowledge of information and communication technologies in customer service desirable.
• Good understanding of system processes and contexts .
• Good communication skills in German, English and French (spoken and written)
• 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
• Willingness to work on a 24/7 shift rota
• 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!

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.