Workplace Support Analyst (m/f/d)

*The position has the office location Hannover. There is the possibility to work partially remotely.*

TUI Group is the world’s number one integrated tourism business. Colleague Computing 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.

The Workplace Support Analyst is responsible for conducting efficient 2nd level IT support with focus on device support, analysing and resolving end-user IT issues and requests via common ticket system, chat, e-mail or on-site. Other challenges are testing and acceptance of system applications, user support/training and implement and improve services including automation and robotics for end-user support. The Workplace Support Analyst also handles documenting and developing the processes for assigned applications. 
 

ABOUT THE JOB:

• Support of the departments in the IT environment, especially in the use of decentralised IT technology (desktop services) and mobile devices 
• Continuous support of the life cycle for IT end devices (consulting, procurement, installation, maintenance, support, recycling), also via remote service tools 
• Support of special technologies, applications and products of our customers 
• Implementation of processes according to ITIL, primarily incident, problem and change management 
• Intensive use of internal basic tools for process implementation and control 
• Consulting services for customers on the use of hardware and software 
• Independent problem solving within the scope of ITIL, primarily incident, problem and change management
• Implementation of processes in accordance with ITIL, primarily incident, problem and change management 
• Intensive use of internal basic tools for process implementation and control 
• Consultancy services for customers on the use of hardware and software 
• Independent problem solving within the framework of first and second level support 
• Cooperation with third level support 
• Active participation in incident/problem reduction through proactive measures § Participation in projects 
• Participation in project work (also within the framework of presales) 
• Charging and billing for services in the task environment 
• Basic tasks (research and development) 
• Support in the storage area (incoming and outgoing goods, warehousing, disposition, etc.)

Security is part of everyone’s job. At TUI, we practice secure behaviours first in everything we do.

ABOUT YOU:

• In-depth knowledge of Windows 10 operating systems and the corresponding software products, in particular MS Office (Microsoft core products) 
• Experience like Soft Ware deployment tools like Intune
• Solid experience in dealing with virtualized workstations
• Sound knowledge of network technologies and servers
• Sound knowledge of ITIL
• Several years of professional experience and detailed knowledge of information and communication technologies in customer service desirable 
• Good understanding of system processes and contexts 
• 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 and German (oral and written)

ABOUT OUR OFFER

• Competitive salary
• Pension scheme and life assurance 
• Generous holiday entitlement & holiday discounts
• Forward thinking ways of working
• TUI time off, purchase of additional holiday entitlement
• Excellent rates with foreign exchange and discounts with retailers

​​We love to see your uniqueness shine through and inspire the future of travel.​  If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA.