3rd Line Service Desk Engineer
Hemel Hempstead (4 Days In office)
Annual salary + bonus and benefits
Are you an expert at resolving unusual, complex or high-impact desktop related incidents
/ requests / questions? Have you firmly
established your career in IT support and do you excel at finding quick and
reliable solutions to technically challenging problems? If so, then we want to speak with you!
are looking for a 3rd Line Engineer to join our Service Desk to
provide support across our organisation. As one of the UK’s most loved holiday operators, the Service Desk is an
integral part of our mission to provide guests with a great experience with
memories that last a lifetime. They do
this by ensuring our IT systems run smoothly and solve a range of issues that occur.
This is an opportunity to join a busy service desk supporting both our parks
(We have 38 across the UK) and our Head Office in a range of IT related queries
and issues. Our 3rd Line
engineers take on the most difficult and complex IT issues as well as the ones
that have the potential to cause the most reputational damage, so it isn’t a high-volume
ticket resolving team. Our business is
also highly seasonal and that is reflected in our Serivce Desk, so during some
times in the year, their will be a focus on responding to tickets, at other
times, the focus will be on project work and improving process. The successful candidate will work across
multiple technologies, workstreams and IT teams with a key responsibility to
improve effectiveness and automation of our EUC products, tools and processes –
As well as imparting knowledge and experience to our 2nd and 1st line team members.
What we’d like you to
Significant technical knowledge in Microsoft products and services (E.g. M365,
Powerapps, Intune, Power automate, autopilot, Azure, AD, Exchange, Event Viewer)
Demonstrable experience in a ticketing-based IT support function
Demonstrable experience in IT support providing highly technical
and complex solutions to end users
Experience of automating EUC processes (E.g. Software installation
Doman Admin Experience
Excellent communication skills
Able to work on own initiative and as part of a wider team
Service Management / ITIL qualifications are desirable
What’s In It For You?
– Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’
– Annual bonus
– 20% discount on both Haven and Warner Hotels holiday for you, family and
– Comprehensive wellbeing support
– Access to the Bourne Leisure corporate box at the O2 Arena ,London
– Exclusive discounts with corporate partners
– Exciting career pathways, including Learning and Development opportunities
such as Apprenticeships and Degrees
– Enhanced family friendly policies and pay (eligibility criteria applied)
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven
& Warner Hotels. We have 9,000 fantastic team members and 39 beautiful
seaside locations and our HQ based in Hemel Hempstead.
What’s it like to work
Working with us is ultimately defined by our exceptional people and teams. At
Haven, we take pride in our Breath of Fresh Air culture, which focuses on
valuing and supporting every team member. We prioritise openness and
transparency in our interactions allowing our team members to be their
We operate a hybrid working model, meaning 50% of your working week will be
spent at the office, occasionally on Park, or at external events.
What can you expect
during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or
skills test, depending on the role. If you require any support or reasonable
adjustments to help you perform at your best during this process, please let us
Diversity, equity, and inclusion are at the heart of who we are and what we do.
Our commitment to these values is unwavering and they are central to our
mission. We encourage applications from all backgrounds, communities and
industries and we are happy to discuss any reasonable adjustments or
flexibility that you may require, including whether a role can be part-time or
We genuinely care about every candidate’s experience during the recruitment
process and are here to provide support where we can. If you require any
assistance or reasonable adjustments while applying, please don’t hesitate to
reach out to us at email@example.com.