Service Desk Agent

Flexible Rijswijk, NL; Onsite Full Time 128972 37.5 - 40

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.

**ABOUT THE JOB**
- Analysing and resolving 1st and 2nd line incidents. Undertake reactive and proactive investigation of unknown causes of actual and potential disruptions and manage remediation
- 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.
- 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 and distribution systems.
- Good 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.
- In possession of a valid driving licence B.
- Agile learner.
- Good communication skills in English (oral and written).
- Last but not 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.