Service Desk Engineer

Holiday Extras; Hythe; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading travel technology company in England is seeking a Service Desk Engineer to provide top-notch technical and application support. This role focuses on ensuring seamless operations for internal teams and enhancing the customer experience. The ideal candidate will have a solid understanding of ITIL principles, strong communication skills, and a proactive approach. This includes opportunities for full-time, part-time, or job share arrangements, alongside a range of benefits including profit-sharing bonuses and extensive leave options.

Benefits

25 days annual leave plus bank holidays

Enhanced parental leave

Gym discounts and private medical insurance

Profit share bonus

Social Club membership benefits

Qualifications

• Solid understanding of ITIL principles, including Incident, Request, Problem, and Change Management.
• Awareness of web-based applications, including front-end and back-end services.

Responsibilities

• Act as the first point of contact for technical incidents and service requests.
• Investigate and resolve user access and configuration errors.
• Work with ITSM tools to log, prioritize and resolve incidents.
• Collaborate with Developers and Engineers to diagnose complex issues.

Skills

Proven experience in Service Desk or Application Support

Strong troubleshooting skills

Analytical skills

Communication skills

Customer-focused mindset

Curiosity and eagerness to learn

Education

ITIL Foundation qualification

Tools

ITSM tools (e.g., Jira Service Management)

Monitoring tools

Cloud platforms (e.g., AWS, GCP, Azure)

Job description

Service Desk Engineer (Applications Support)

Salary £35,663 - £44,570 + Benefits + Profit Share Bonus

Office-based at the HX Campus in Newingreen, Kent

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 – whether to help you meet other commitments or to help you strike a great work‑life balance.

Closing date: 24th November

About

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

We’re looking for 2x 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 new IT Operations function, working alongside our 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 contribute to resolving incidents, fulfilling requests, and identifying opportunities to improve service delivery and automation.

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

The Role

• 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, GitHub, 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

What you can bring to our team

• 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
• Clear communication under pressure, managing expectations and maintaining professionalism
• Naturally curious and collaborative mindset – you’re eager to learn new systems and technologies

It’s a bonus if you also bring

• An ITIL Foundation qualification or similar
• Scripting, SQL or automation skills to help drive process improvement
• Familiarity with monitoring tools or cloud platforms such as AWS, GCP or Azure

Everyone’s career path is individual and different, so this is just a guide. If your experience doesn’t precisely match this, you’re encouraged to apply so that we can discover your unique talents!

How We Hire For This Role

We know your time is precious, so we keep our recruitment process as quick and easy as possible. If we believe you might be a match for a job you’ve applied for, you’ll enter our hiring process as follows:

• Pre‑Screen Call: Meet the hiring team and learn more about the role
• Face‑to‑Face Interview: A more in‑depth conversation about your skills, knowledge and experience

Cultivating a diverse and inclusive culture is paramount for us.

Recognising we are all different, if for whatever reason you need us to adapt the process, please get in touch via [e-mail].

Benefits

Why choose Holiday Extras?

We believe that holidays are the most precious time of all, so we create products, tech and services that make travel and holidays memorable and fun. We’re on a mission to be the only place to go for your holiday extras, offering unparalleled choice, value and service, turning our customers’ ordinary trips into extraordinarily good times.

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

• Time is precious: 25 days annual leave (+BH’s), extra holidays through Holiday Buy, Birthday Day Off, and Sabbaticals at each milestone.
• Parental Leave: Enhanced parental leave – up to 1 year off, including 13 weeks at 100% pay, 13 weeks at 50% pay
• Road to well‑being: Access to Gym Discounts, Private Dental Insurance and Private Medical Insurance (after 4 years)
• Celebrate success together: Enjoy a Profit Share Bonus and a pension scheme with Aviva
• Good for the soul: Join our Social Club for 25% off any ticket or event in the UK, Discounts on the latest tech, or give back to your community with our Volunteering Scheme.
• Plan ahead: Income protection, Critical illness cover and Life assurance