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IT Service Centre Agent

Job description

175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

IT Service Centre Agent


5 days out of 7 shift pattern (includes weekends)


Job Purpose:

Exciting opportunities have arisen within the Thomas Cook IT Service Centre as an IT Service Centre Agent.  This role provides a single gateway and first point of contact into IT for all business users within Thomas Cook Group, registering and classifying incidents and undertaking an immediate effort to restore a failed IT service as quickly as possible. This role is offered on a 5 days out of 7 shift pattern and will include weekend working. 


The Department:

The transformation of our business has seen us deliver a high-tech, high-touch experience for our customers. Now we’re embarking on the next stage of our transformation programme. This is where we extend that approach to the wider business. In IT, it’s all about investing in the technology that will power our growth and shape our success. It’s about using that technology to build deeper customer relationships and create more personalised experiences. It’s about constant innovation; being future proof.


 Key Accountabilities:

  • Manage all Incidents and Service Requests (including information, advice and access Requests) from assignment to resolution, ensuring correct classifications are used and escalate major Incidents that have the ability to impact the operation of the business
  • Ensure that all submitted Service Requests are processed prioritised, identifying what resources are required to fulfil them and communicating Service Requests that require other groups to be involved as required
  • Feed into the Incident templates, Knowledge Articles and Service Request Catalogue to ensure they are maintained and accurate

Our IT Service Centre operates on a 24/7 basis so you should be flexible in your approach to work within a shift pattern which may include evenings and weekends.


Skills and Experience:

Our ideal candidate will be an excellent team player with proven Service Centre experience.  With a track record of demonstrating a service oriented attitude along with the ability to balance competing priorities, you should be analytical and thorough with a structured approach.


You will need to demonstrate your experience of working in a Customer Services environment as well as excellent communication skills.


ITIL Incident Management experience is preferred, although full training will be provided.  


The ability to speak German, French or Dutch would be beneficial


Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.

Extra information

Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

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