Oh oh! Awesome! {$ msg.text $} ({$ msg.count $})

Night Shift - IT Senior Service Desk Analyst

  • Application Deadline: Jan. 31, 2023
  • Tallinn
  • Application Deadline: Jan. 31, 2023
  • Tallinn

For 130 years, we’ve been committed to continuously improving what we do for our guests and the people we work with.

The Night Shift IT Sr service desk role will be a part of an active first-line IT team, responsible to resolve IT incidents, and service requests, from simple to mid-complex cases in a timely manner with quality, and active communication on the case status.

As a Night Shift IT Service Desk Sr Analyst, you’ll be responsible to be the resolve, recording, and documenting level IT support-related incidents/requests received from our internal end users via phone and our ITSM tool from 0:00 to 08:00 hrs (EET). Also to handover to other resolver groups that include the morning shift, second level, 3rd party vendor, or to the major incident response team.

Proactively communicate the user's case status, process, policies, procedures, and simple changes to systems. Perform hands-on fixes at a desktop level.

Participate in IT initiatives before/during/after changes, new services, or solutions (i.e., monthly patching health check or hyper care support)

Actively update articles in the internal collaborative knowledge base IT Tool

Attentive and fantastic customer service. Travel to company locations when needed.

Work with great people

Esben Kuhnt
Learning & Development Manager
"Working here is a great blend of making a difference in a fast-paced environment with tons of opportunities, coupled with a young workforce, loads of social events, and an amazing product."
Jessi Quillen
Head of Marketing
"We are a company looking for and willing to hear employees who have creative solutions and out-of-the-box ideas for the travel industry and expedition cruising."
Esben Kuhnt
Learning & Development Manager
"In der Hurtigruten Group zu arbeiten bedeutet für mich, zusammen mit jungen Kollegen und durch ein fantastisches Produkt, Menschen zu bewegen und die Umwelt zu schützen."
Jessi Quillen
CRM manager
"Wir sind ein Unternehmen, dass nach Mitarbeitern mit kreativen Lösungen und "Out of the Box" Ideen für der Reisebranche und Kreuzfahrten sucht und dabei unterstützt."
Esben Kuhnt
Learning & Development Manager
"Å jobbe i Hurtigruten Group er å utgjøre en forskjell for mennesker og miljøet gjennom et fantastisk produkt - sammen med unge kollegaer i et raskt og sosialt miljø."
Jessi Quillen
Head of Marketing
"Vi er et selskap som ser etter og hører på ansatte som har kreative ideer og løsninger for reiselivsbransjen og ekspedisjonscruise."

Skills & Requirements

The needed skills for a NightShift senior agent are:

•Experience in a similar role working in IT support/service desks is a must. The night shift requires experience in handling complex cases and prioritization of major and critical cases for escalation to a major incident team.
•A “can do” outlook with the ability to work on own initiative or as part of a team​
•Understanding of system usage from an end-user perspective
•Agile and Lean ways of working
•Strong customer service skills​
•Articulate & methodical approach to problem-solving
•Excellent interpersonal skills, both verbal and written​
•Ability to remain calm and efficient under pressure
•Self-motivation with commitment, drive, and enthusiasm
•Speak and write English fluently​**

Technical background and understanding:

•Microsoft technologies (cmd, PowerShell, windows, office client, edge, compatible hardware architecture x86)
•OSI ISO IT troubleshooting process
•Remote Support Tools
•Basic Windows Server services
•Cloud technologies (AWS, Azure)


•Experience working in a corporate environment
•Working experience during Night Shift
•Atlassian JIRA Service Management
•Microsoft O365 Administration (basic-mid level)
•ITIL Framework Foundations (Incident, service request, problem & change management)

Great Place to Work

  • Play your part

  • Inspire the Adventure

  • Make tomorrow better

About the company

The undisputed global leader in sustainable inspirational adventure travel — a catalyst for change towards a greener travel industry. Formed in 1893, Hurtigruten Group is the world’s leading adventure travel group. We have 2,400+ employees worldwide, representing more than 50 nationalities. They form part of three main business units — Hurtigruten Expeditions, Hurtigruten Coastal Express, and Hurtigruten Svalbard — which offer unique small-ship and land-based adventures from pole-to-pole.

For almost 130 years we have pushed boundaries on expedition travel and sailed tourists, locals and cargo around the Norwegian coastline and polar regions. We have made Norway more connected, impacting the lives of millions of people. And we continue to share knowledge with our international guests about wildlife, local communities, science and the natural world.

As a Group, we are revolutionising the travel industry’s approach to sustainability through a number of vital initiatives to protect the world we explore.

Quick overviewTOM

Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.

Hybrid Explorer shipsHurtigruten has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.

Beach cleanupsHurtigruten Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.

Hurtigruten FoundationThe Foundation specialises in the conservation of endangered species, fighting against marine and plastic pollution.


Abschaffung von EinwegplaHurtigruten war das erste große Reiseunternehmen, das Einwegplastik aus der gesamten Flotte und aus den Hotels verbannt hat.

Hybrid-ExpeditionsschiffeHurtigruten verfügt über zwei Expeditionsschiffe mit Hybrid-Elektroantrieb, mit denen der Treibstoffverbrauch um 20 % gesenkt werden kann.

StrandreinigungenDie Hurtigruten Expeditionsteams motivieren ihre Gäste, an Strandsäuberungen teilzunehmen, wodurch jedes Jahr mehrere Tonnen Müll beseitigt werden.

Hurtigruten FoundationDie Stiftung fördert Projekte, die sich für die Erhaltung bedrohter Arten sowie den Kampf gegen Meeresverschmutzung und Plastikmüll engagieren.

I korte trekkTOM

Forbud mot engangsplastHurtigruten Group er det første store reiseselskapet som fjernet engangsplast fra hele flåten og hotellene våre.

Hybride ekspedisjonsskipHurtigruten Group har to hybridelektriske ekspedisjonsskip som betyr 20 % redusert drivstofforbruk.

StrandryddingHurtigrutens ekspedisjonsteam oppfordrer gjestene til å delta i strandrydding, noe som resulterer i at flere tonn søppel blir fjernet hvert år.

Hurtigruten FoundationStiftelsen har fokus på bevaring av truede arter og bekjemper plast- og havforurensning.

Michel Aguilar | Contact Person

I'm interested
Hurtigruten Group

Visit website