Service Desk Agent

TUI Cruises GmbH; Luton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading tourism company is seeking a talented Service Desk Agent to join their Colleague Compute team. The role involves delivering excellent 1st and 2nd level IT support, resolving user issues, and improving services through automation. The ideal candidate will have vocational IT qualifications, experience in customer service, and a strong problem-solving ability.

Benefits

Attractive remuneration

Bonus opportunity

Exclusive travel perks & discounts

Extensive health & wellbeing support

Qualifications

• 1-2 years of professional experience in customer service.
• Experience with systems for tourist core processes.
• Strong organisational skills and proactive attitude.

Responsibilities

• Conduct training and create manuals for applications.
• Analyze and resolve 1st and 2nd line incidents.
• Provide on-site and remote support as needed.

Skills

Problem-solving

Communication skills

Quality awareness

Education

Vocational qualification as an IT systems clerk/technician or degree in (business) computer science

Job description

TUI Group is the world’s number one integrated tourism business. Colleague Compute 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.

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 and 2nd level IT support, analyzing and resolving end-user IT issues via telephone, a common ticket system, chat, via 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. He/she also handles documenting and developing the processes for assigned applications.

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:

• Conduct training on new or changed applications. Create and up-date manuals and user instructions for existing and new applications. Document existing process flows for supervised applications, hardware and software.
• Analysing and resolving 1st and 2nd line incidents. Undertake reactive and proactive investigation of unknown causes of actual and potential disruptions and manage remediation
• Provide on-site and/or remote hardware, software and application support if required.
• In the event of a failure or fault, coordinate (including technical guidance) and monitor all activities necessary for restoring the quality of service (prioritisation, assignment/release, completion)
• Process and recommend sustainable solutions for one-off and recurring incidents (analysis, concept, coordination, control, commissioning, budgeting)
• Perform manual and automated tests to ensure quality. Independently create test plans and test cases - concrete instructions
• Advise and support the user in all matters related to the use of the supervised applications, hardware and software. Identify and solve interface problems within sub-processes and prepare appropriate organisational regulations and propose process-optimising measures in coordination with the process organiser
• 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 practise 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.
• 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 English (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 !

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.