Service Desk Specialist

vor 2 Monaten

Hannover, Niedersachsen, Deutschland TUI Vollzeit

About the Role

As a Service Desk Agent at TUI, you will be part of a dynamic team responsible for analyzing and resolving IT-related issues. Your primary focus will be on providing top-notch support to our customers, ensuring their technical queries are addressed promptly and efficiently.

Key Responsibilities

  • Provide first- and second-line technical support to customers via phone, email, or in-person.
  • Collaborate with colleagues to resolve complex technical issues and improve overall service quality.
  • Develop and maintain technical documentation, user guides, and knowledge base articles.
  • Conduct training sessions for end-users on new and existing applications.
  • Document existing process flows for supervised applications, hardware, and software.
  • Manage the remediation process, prioritizing, assigning, releasing, and completing phases of an outage or incident.
  • Identify and propose process-optimizing measures in coordination with the process organizer.
  • Participate in the definition and implementation of projects within the TUI project organization.

About You

  • Vocational qualification as an IT systems clerk/technician, IT specialist, or a degree in (business) computer science.
  • Solid experience with systems handling tourist core processes, production & distribution systems.
  • 1-2 years of professional experience and detailed knowledge of information and communication technologies in customer service.
  • Good understanding of system processes and contexts.
  • Pronounced/high-level quality awareness.
  • Very good organizational 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 German and English (oral and written) – French is welcome.
  • Willingness for 24/7 shift working.

About Our Offer

  • Working in the leading global tourism group: We stand for intercultural cooperation and offer the opportunity to work in international projects and teams.
  • Fantastic holiday benefits including discounts, special offers.
  • Mobile working, flexible working hours, and working from abroad: We believe that work is something you do, not where you go. Our offer: TUI Way of Working.
  • Health and Wellbeing support in five key areas – Health, Social, Community, Career, and Financial.
  • Development and career opportunities: We offer a wide range of digital training and international career opportunities.

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