Service Desk Agent

  • Flexible

    Rijswijk, Netherlands

  • 126403

  • Onsite

  • Permanent

  • Full Time

  • 37.5-40 hours


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. 


We are looking for a talented and dedicated Service Desk Agent to join the newly formed Colleague Compute technology organisation which provides everything, from IT Service Desk capabilities to IT device management and Collaboration services, to our colleagues. The Service Desk Agent is responsible for conducting efficient 1st and 2nd level IT support, analyzing and resolving end-user IT issues via telephone, a common ticket system, chat, via 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. He/she also handles documenting and developing the processes for assigned applications.  




As a Service Desk Agent you will: 

  • 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.  

  • Analysing and resolving 1st and 2nd line incidents. Undertake reactive and proactive investigation of unknown causes of actual and potential disruptions and manage remediation  

  • Provide on-site and/or remote hardware, software and application support if required. 

  • 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  

  • Advise and support the user in all matters related to the use of the supervised applications, hardware and software. Identify and solve interface problems within sub-processes and prepare appropriate organisational regulations and propose process-optimising measures in coordination with the process organiser  

  • 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. 




  • 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  

  • In possession of a valid driving licence B 

  • Agile learner  

  • Good communication skills in Dutch and English (oral and written) 

  • At last but not at 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 ! 



  • Working in the leading global tourism group: We stand for intercultural cooperation and offer the opportunity to work in international projects and teams.
  • Fantastic holiday benefits including discounts, special offers
  • Mobile working, flexible working hours and working from abroad: We believe that work is something you do, not where you go. Our offer: TUI Way of Working  
  • Health and Wellbeing support in five key areas – Health, Social, Community, Career and Financial
  • Development and career opportunities: We offer a wide range of digital training and international career opportunities.
  • Additional benefits relevant to the local market that you’ll be based in


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


If you have any questions, please contact the Recruiter for this role via the contact information included in the advert.