For TUI InfoTec GmbH in Hanover, starting 01.06.2019, we are seeking, initially limited to 2 years, a: Service Desk Agent (m/f/d)

  • First contact for IT enquiries by telephone or in writing and provide support in the event of workplace disruptions
  • Responsible for receiving, classifying, documenting and resolving Incidents, Service Requests, Requests for Information, Changes and Complaints
  • Implement workarounds for reporting user
  • Use internal basic tools for process implementation, control, monitoring and processing of incoming messages as responsible owner
  • Forward incidents depending on the situation, escalate incidents to downstream departments and take over the coordination of the tickets
  • Monitor compliance with contractually agreed times (SLA / OLA / UC)
  • Work independently on special tasks that are separated from the Service Desk activities
  • Academic IT degree or a comparable qualifiaction
  • Comprehensive experience in a service-oriented IT area as well as corresponding ITIL knowledge
  • Extensive knowledge of hardware and software
  • Experienced in working with the Windows operating system and MS Office applications
  • Good knowledge in network technologies, client-server environment as well as in the mainframe area
  • Very good English and German skills (written and spoken)
  • Strong communicator and competent advisor
  • Team player with a strong sense of responsibility and the ability to think problem-solving oriented
  • Willingness to work shifts and outside normal working hours
We encourage people with disabilities to apply.