Service Desk Engineer

Service Desk Engineer (Applications Support)

Salary £35,663 - £44,570 + 18% On Call Allowance + Benefits + Profit Share Bonus

Office-based at the HX Campus in Newingreen, Kent

Closing date: 6th February 2026

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. 

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 wellbeing.

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’ll 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.

Our 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.

The Role

By joining our team you’ll:

• 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.
• Contribute to knowledge base articles, SOPs and runbooks that help the team work smarter and improve first-time fix rates.
• Take part in a 1:2 on-call rota as required, providing out-of-hours support for urgent incidents and escalations.
• Join a collaborative, supportive team that values learning, ownership, and delivering great service in a people-first culture.

What you can bring to our team: 

• 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.

It’s a bonus if you also bring:

• ITIL Foundation certification (or equivalent experience).
• Scripting, SQL, or automation skills.
• 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 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 [email protected].

Please note: this role is not eligible for UK skilled worker visa sponsorship, so we can only consider applicants who already have the right to work in the UK.

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