Service Desk Engineer

Service Desk Engineer (Applications Support)

Salary: 35,663 - 44,570. Benefits include Profit Share Bonus.

Office-based at the HX Campus in Newingreen Kent

Closing date: 24th November

We care deeply about inclusive working practices and diverse teams. If you’d prefer to work full‑time, part‑time or as a job‑share, we’ll facilitate this wherever we can to help you meet other commitments or to help you strike a great work‑life balance.

At Holiday Extras we’re creating a workplace where everyone can thrive, build their careers, and reach limitless potential. As a Sunday Times Best Place to Work 2025, we’re proud to offer a world of benefits that enhance your lifestyle and well‑being. By joining our team you’ll feel supported and rewarded every day.

We’re looking for Service Desk Engineers who can deliver exceptional technical and application support across Holiday Extras, helping our teams stay productive and our customers enjoy a seamless travel experience.

This is a new role within our IT Operations function working alongside the Service Desk Manager. You’ll play a key role in building a modern, efficient Service Desk that supports the technology powering our products and business systems. You’ll resolve incidents, fulfill requests, and identify opportunities to improve service delivery and automation.

Our mission is to make travel technology simpler, faster, and more reliable, enabling people and customers to focus on making holidays memorable and hassle‑free. This role supports our broader company strategy to deliver world‑class digital experiences through stable, secure, and continuously improving systems.

By joining our team you’ll:

• Act as the first point of contact for technical incidents and service requests supporting both IT and application systems used across Holiday Extras.
• Investigate and resolve issues ranging from user access and configuration errors to data or integration problems, helping keep our business running smoothly.
• Work with ITSM tools such as Jira Service Management to log, prioritise and resolve incidents efficiently and accurately.
• Work with a broad technical stack including macOS, Google Workspace, Git Hub, cloud‑based tools and web applications that power our internal and customer platforms.
• Use your curiosity and problem‑solving skills to analyse logs, dashboards and APIs, escalating complex cases with clear diagnostics to Product or Engineering teams.
• Collaborate closely with Developers, Delivery Managers and Platform Engineers to diagnose complex issues, reproduce bugs and contribute to the continuous improvement of our products and systems.
• Make a real impact on the customer experience by ensuring that the tools and systems behind our travel technology remain stable, responsive and reliable.
• Gain exposure to a wide range of technologies and service‑management practices (including ITIL, automation and monitoring tools).
• Take part in a 1:2 on‑call rota as required, providing out‑of‑hours support for urgent incidents and escalations.
• Contribute to knowledge‑base articles, SOPs and runbooks that help the team work smarter and improve first‑time‑fix rates.
• Contribute to small projects and improvement initiatives helping to streamline support processes, enhance monitoring and deliver better service outcomes.
• Join a collaborative, supportive team that values knowledge sharing, learning and having fun while delivering great service – all within a people‑first culture where you’re encouraged to grow and bring your ideas to life.

• Proven experience working in a Service Desk or Application Support environment, ideally within a technology‑driven business.
• A solid understanding of ITIL principles including Incident, Request, Problem and Change Management.
• Strong troubleshooting, analytical and communication skills – able to translate technical detail into clear, actionable information for users and colleagues.
• Awareness of how web‑based applications work – from front‑end interfaces to back‑end services, APIs and data flow.
• A proactive, customer‑focused mindset: calm under pressure, positive in approach and driven to deliver a great service experience.
• Cle…