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.
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