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3rd Line Service Desk Engineer - Herts

Haven Holidays
Closing date
7 Mar 2024
3rd Line Service Desk Engineer - Herts

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!
We 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.

Your Opportunity:
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 bring:
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 / propagation)
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 friends
- 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 with us?
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 authentic selves.
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 know.

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 a job-share.

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

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