Full Time
Hannover, DE

Service Desk Agent (m/f/d)

For TUI InfoTec GmbH in Hanover we are seeking, initially limited to 2 years, two: Service Desk Agents (m/f/d).



As a single point of contact, the IT Service Desk offers worldwide support and the interface between users and IT within the TUI Group. A People Lead, a Product Owner and 14 Service Desk Agent colleagues welcome you to our team. It is our goal to offer the best possible service by helping the user directly in the event of a problem, by accompanying him through further support instances or by providing advice.

If you would like to become a part of our team, this is what you will be doing:


  • Ensure telephone/written initial contact for IT enquiries and support in the event of workplace infrastructure disruptions
  • Accept, classify, document and resolve incidents, service requests and changes
  • Generate and implement workarounds for the reporting user
  • Take over control, monitor and implement processes as well as process incoming messages
  • Control and escalate incidents and situational assumption of coordination to downstream departments
  • Ensure compliance with the contractually agreed solution times (SLA / OLA / UC)
  • Assume special tasks, which are separated from the Service Desk activities
  • Participate in interdisciplinary projects



  • You have completed apprenticeship in IT or a comparable qualification
  • You are a team player with a high sense of responsibility and the ability to think problem solving oriented
  • You are strong in communication and consulting skills in German and English and optionally speak French
  • You have well-founded experience in a service-oriented IT area - preferably with corresponding ITIL knowledge
  • You have extensive hardware and software knowledge and are experienced in working with the Windows operating system and MS Office applications
  • You have knowledge in network technologies as well as in the client-server environment
  • You are ready to work shifts and outside normal working hours in 24x7 format




  • Employment with the world's leading tourism group with 30 vacation days a year and flexible working time models
  • Attractive salary with holiday and Christmas bonuses, company pension plans and capital-forming benefits
  • Comprehensive and individual training opportunities/programs that promote specialist and management careers
  • An open, agile and collegial working atmosphere with flat hierarchies and short decision-making processes
  • Employee benefits and other attractive social benefits (e.g. subsidy for canteen/cafeteria, job ticket, employee shares)
  • A comprehensive social & health service with a wide range of offers (company sports groups, in-house massages, regular visits to specialists, etc.)