Service Desk Engineer (Applications Support)
Company: Holiday Extras Group
Location: United Kingdom (Office-based – HX Campus, Newingreen, Kent)
Job Type: Full-time / Part-time / Job-share
Visa: Not eligible for UK Skilled Worker visa sponsorship
Salary
£35,663 – £44,570 per year plus 18% on-call allowance, benefits, and profit share bonus.
About Holiday Extras
Holiday Extras is a Sunday Times Best Place to Work 2025. We build travel technology that makes holidays simpler, faster, and more reliable. We support inclusive working practices, flexible work options, and a people-first culture where everyone can thrive.
The Role
The Service Desk Engineer will join the IT Operations team, providing application-focused first and second-line support. The role sits above the IT Helpdesk and owns service-management processes across both IT and application support.
Key Responsibilities
- Provide first and second-line support for application-related incidents and service requests
- Act as second-line support for IT issues escalated from the IT Helpdesk
- Investigate application issues including data queries, failed jobs, system errors, and integrations
- Ensure incidents and requests are correctly logged, prioritised, and progressed
- Manage workflows using ITSM tools such as Jira Service Management
- Apply ITIL-aligned processes across incident, request, problem, and change management
- Analyse logs, dashboards, and API responses to identify root causes
- Escalate complex issues with clear diagnostics to engineering and product teams
- Maintain and improve knowledge base articles, SOPs, and runbooks
- Participate in a 1:2 on-call rota for out-of-hours support
What You’ll Bring
- Experience in a service desk or application support role
- Solid understanding of ITIL principles
- Strong troubleshooting and analytical skills
- Knowledge of web-based applications, APIs, and data flows
- Clear communication skills with technical and non-technical users
- Calm, proactive, and service-focused mindset
Bonus Skills
- ITIL Foundation certification
- SQL, scripting, or automation experience
- Familiarity with AWS, Azure, or GCP
- Experience with monitoring tools
Hiring Process
- Pre-screen call with the hiring team
- Face-to-face interview
Holiday Extras is committed to building a diverse and inclusive workplace and can adapt the recruitment process if required.
Benefits
- 25 days annual leave plus bank holidays
- Holiday Buy scheme, Birthday Day Off, and sabbaticals
- Enhanced parental leave up to one year
- Gym discounts, private dental, and private medical insurance
- Profit share bonus and Aviva pension scheme
- Social club discounts and volunteering opportunities
- Income protection, life assurance, and critical illness cover
