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- Tasks: Provide first and second-line support for applications and IT issues, ensuring smooth operations.
- Company: Join Holiday Extras, a Sunday Times Best Place to Work 2025, focused on inclusivity and growth.
- Benefits: Enjoy 25 days annual leave, flexible working, and a range of health and lifestyle perks.
- Why this job: Make a real impact in tech support while developing your skills in a supportive environment.
- Qualifications: Experience in Service Desk or Application Support, with strong troubleshooting and communication skills.
- Other info: Flexible arrangements available to maintain work-life balance and excellent career growth opportunities.
The predicted salary is between 30000 - 42000 ÂŁ per year.
We’re looking for a Service Desk Engineer to join our growing IT Operations function, supporting the applications and systems that power Holiday Extras’ products and internal services. Working alongside our Service Desk Manager, you will help build a modern, efficient Service Desk that sits above the IT Helpdesk, providing application‑focused first and second‑line support and owning service‑management processes across both IT and application support.
Responsibilities
- Act as the first and second‑line support function for application‑related incidents and requests, and as second‑line support for IT issues escalated from the IT Helpdesk.
- Investigate and resolve application issues such as data queries, failed jobs, system errors, and integration problems.
- Ensure incidents and requests are triaged, categorised, prioritised, and progressed correctly through defined service workflows.
- Work with ITSM tools such as Jira Service Management to manage workflows, statuses, automation, and SLA targets.
- Help own and govern ITIL‑aligned service‑management processes across IT and application support, ensuring consistency, visibility, and quality outcomes.
- Analyse logs, dashboards, and API responses to identify patterns and root causes, escalating complex issues with clear diagnostics to Product or Engineering teams.
- Collaborate closely with Developers, Delivery Managers, Platform Engineers, and the IT Helpdesk to diagnose issues, reproduce bugs, and verify fixes.
- Contribute to continuous improvement, identifying opportunities to streamline workflows, enhance automation, and improve service performance.
- Maintain and contribute to knowledge base articles, SOPs, and runbooks, improving first‑time fix rates and service maturity.
- Take part in a 1:2 on‑call rota as required, providing out‑of‑hours support for urgent incidents and escalations.
Qualifications
- Proven experience in a Service Desk or Application Support environment, ideally within a technology‑led organisation.
- A solid understanding of ITIL principles, including Incident, Request, Problem, and Change Management.
- Strong troubleshooting and analytical skills, with the ability to investigate application issues and work across multiple systems.
- Awareness of how web‑based applications operate, including front‑end interfaces, back‑end services, APIs, and data flows.
- Clear, confident communication skills – able to manage expectations and explain technical issues to non‑technical users.
- A proactive, service‑focused mindset: calm under pressure, collaborative in approach, and motivated to improve how things work.
Bonus
- ITIL Foundation certification (or equivalent experience).
- Scripting, SQL, or automation skills.
- Familiarity with monitoring tools or cloud platforms such as AWS, GCP, or Azure.
Company Culture
We care deeply about inclusive working practices and diverse teams. Whether you prefer full‑time, part‑time, or a job‑share, we facilitate flexible arrangements to help you meet other commitments and maintain a healthy work‑life balance.
About Holiday Extras
Holiday Extras is creating a workplace where everyone can thrive, building careers and reaching limitless potential. As a Sunday Times Best Place to Work 2025, we offer a world of benefits designed to enhance your lifestyle and well‑being, supporting our mission to make travel technology simpler, faster, and more reliable.
Benefits
- 25 days annual leave (+ BHs), extra holidays through Holiday Buy, Birthday Day Off, and Sabbaticals at each milestone.
- Parental Leave: Up to 1 year off, including 13 weeks at 100% pay, 13 weeks at 50% pay.
- Access to Gym Discounts, Private Dental Insurance and Private Medical Insurance (after 4 years).
- Profit Share Bonus and a pension scheme with Aviva.
- 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.
- Income protection, Critical illness cover, and Life assurance.
Service Desk Engineer in Hythe employer: Holiday Extras Ltd
Contact Detail:
Holiday Extras Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer in Hythe
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, it’s all about showcasing your troubleshooting skills and how you handle pressure.
✨Tip Number 3
Show off your problem-solving prowess! When chatting with potential employers, share specific examples of how you've tackled application issues or improved service processes. Real-life stories make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Engineer in Hythe
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Engineer role. Highlight your experience in application support and ITIL principles, as these are key for us. Use specific examples that showcase your troubleshooting skills and how you've improved service performance.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share why you're passionate about the role and how your background aligns with our mission at Holiday Extras. Don’t forget to mention any relevant tools or technologies you’ve worked with, like Jira Service Management.
Show Off Your Communication Skills: Since clear communication is crucial for this role, make sure your application reflects that. Use straightforward language and avoid jargon where possible. We want to see how you can explain technical issues to non-technical users!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Holiday Extras Ltd
✨Know Your ITIL Principles
Make sure you brush up on your ITIL principles, especially around Incident, Request, Problem, and Change Management. Being able to discuss these concepts confidently will show that you understand the framework that underpins the role.
✨Showcase Your Troubleshooting Skills
Prepare to share specific examples of how you've tackled application issues in the past. Think about times when you identified root causes or improved workflows, as this will demonstrate your analytical skills and proactive mindset.
✨Familiarise Yourself with Tools
Get comfortable with ITSM tools like Jira Service Management. If you can talk about how you've used similar tools to manage workflows and SLAs, it’ll give you an edge and show you're ready to hit the ground running.
✨Communicate Clearly
Practice explaining technical issues in simple terms. You might be asked to describe a complex problem to a non-technical user, so being clear and confident in your communication will be key to making a good impression.
