Service Desk Agent, TUI

TUI

Location:
United Kingdom, Luton

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

TUI Group is looking for a Service Desk Agent to join the Colleague Compute technology organisation. The role involves providing 1st and 2nd level IT support, as well as training, documentation, and proactive solutions to IT challenges. Must be skilled in IT systems, have a customer-oriented attitude, and embrace working in an inclusive environment.

Job Responsibility:

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
analyse and resolve 1st and 2nd line incidents
undertake reactive and proactive investigation of unknown causes of disruptions and manage remediation
provide on-site and/or remote hardware, software and application support if required
coordinate and monitor all activities necessary for restoring the quality of service in the event of a failure or fault
process and recommend sustainable solutions for one-off and recurring incidents
perform manual and automated tests to ensure quality
independently create test plans and test cases
advise and support the user in matters related to supervised applications, hardware and software
identify and solve interface problems
prepare organisational regulations and propose process-optimising measures
participate in the definition and implementation of projects within the TUI project organisation.

Requirements:

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)
premium customer-oriented attitude
enthusiasm for resolving IT issues.

Nice to have:

Good communication skills in English (oral and written)
agile learner
enthusiasm for resolving IT issues.

What we offer:

Attractive remuneration
bonus opportunity
exclusive travel perks & discounts
extensive health & wellbeing support
flexible working options
access to the TUI Tech Learning Hub
sustainability initiatives with the TUI Care Foundation.

Additional Information:

Job Posted:
June 25, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Desk Agent

TUI

Location:United Kingdom, Luton

Category:IT - Administration

Contract Type:Employment contract