Service Desk Engineer - 1st Line
Infinity Group UK · Royal Tunbridge Wells, England, United Kingdom
- Hybrid
- Full-time
- $60,000 / year
- Royal Tunbridge Wells, England, United Kingdom
Job highlights
- Provide first-line technical support remotely.
- Resolve customer issues to ensure productivity.
- Communicate effectively with customers.
- Contribute to service improvement.
- Work in a supportive, innovative environment.
About the role
Service Desk Engineer - 1st Line Support
Infinity Group UK is seeking a motivated and customer-focused Service Desk Engineer - 1st Line Support to join their innovative team. As a Microsoft Cloud Solution Partner, Infinity Group UK specializes in IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy, with a strong presence in the UK.
Role Overview
This role is crucial for ensuring our customers remain operational, productive, and confident in their technology. As the primary point of contact, you will be instrumental in resolving customer issues, directly impacting their ability to conduct business. Every interaction contributes to the customer's perception of our service.
- Triage, diagnose, and resolve customer issues.
- Escalate unresolved issues efficiently to the appropriate teams.
- Maintain clear and consistent communication with customers.
- Contribute to the improvement of support processes and knowledge base.
What you'll be doing:
- Own The First Response Experience: Be the first point of contact, setting a clear, calm, and resolution-focused tone.
- Resolve and Restore Quickly: Diagnose and fix common issues across devices, applications, and access to minimize downtime.
- Triage with Accuracy: Ensure all issues are correctly prioritized, categorized, and routed to prevent delays.
- Keep Customers Informed: Communicate updates clearly and consistently so customers are always aware of the status and expected outcomes.
- Strengthen the System Over Time: Identify patterns in issues, reduce recurring problems, and contribute to knowledge that enhances speed and consistency.
The kind of problems you’ll solve:
- Customer access issues to critical systems preventing work.
- Technical malfunctions with devices, applications, or connectivity.
- Resolving user lockout or missing access to necessary tools.
- Addressing repeat issues affecting specific users or systems.
- Managing stalled or bounced tickets requiring clear ownership and resolution.
- Responding to customer frustrations due to slow updates or unclear progress.
- Acting on alerts from monitoring systems that require immediate attention.
What Sets You Apart:
- A genuine passion for problem-solving beyond just closing tickets.
- Excellent communication skills, able to simplify technical concepts for non-technical users.
- Ability to remain calm under pressure and effectively prioritize tasks.
- A strong sense of ownership and responsibility.
- A proactive approach to identifying patterns and suggesting improvements.
- Reliability and a commitment to ensuring tasks are handled effectively.
Your impact:
- On the business: Protect customer relationships, reduce service friction, and enable the wider team's efficiency.
- On customers: Maintain their productivity, reduce frustration, and build confidence in the services provided.
- On team performance: Enhance ticket quality, decrease escalations, and contribute to a smoother, more scalable support function.
What it's like here:
- Ambitious, but not political.
- High standards, but pragmatic.
- People who care about doing things properly — not just hitting numbers.
What you get:
- Real ownership of how sales evolves.
- Freedom to change things that don’t work.
- A team open to being challenged and developed.
- Direct access to leadership and influence over direction.
- Unlimited annual leave.
- Private healthcare, life assurance, company shares.
- Electric car scheme.
- Flexible / remote working (with access to Tunbridge Wells & Paddington).
- Team and company socials, including Illuminate Awards.
Key skills/competency
- Service Desk Support
- 1st Line Technical Support
- IT Troubleshooting
- Customer Service
- Problem Solving
- Ticket Management
- Issue Resolution
- Microsoft Technologies
- Communication Skills
- Remote Work
Skills & topics
- Service Desk Engineer
- 1st Line Support
- IT Support
- Technical Support
- Help Desk
- Customer Service
- Problem Solving
- Troubleshooting
- Microsoft
- Remote Work
How to get hired
- Tailor your resume: Highlight your 1st line support experience and problem-solving skills for the Service Desk Engineer role at Infinity Group UK.
- Showcase customer focus: Emphasize your ability to communicate technical solutions clearly and your commitment to customer satisfaction in your application.
- Demonstrate technical aptitude: Detail your experience with common IT issues, devices, applications, and your ability to triage and escalate effectively.
- Research Infinity Group UK: Understand their Microsoft focus, core values (empathy, creativity, ambition, authenticity, confidence), and commitment to employee development.
- Prepare for behavioral questions: Be ready to discuss how you handle pressure, take ownership, and contribute to team improvements during your interview.
Technical preparation
Practice diagnosing common Windows/Mac issues.,Review Microsoft 365 and Azure basics.,Familiarize with ticketing system workflows.,Prepare to explain technical terms simply.
Behavioral questions
How do you handle frustrated customers?,Describe a time you owned a problem.,How do you prioritize urgent issues?,How do you suggest process improvements?
Frequently asked questions
- What are the core responsibilities of a Service Desk Engineer at Infinity Group UK?
- As a Service Desk Engineer at Infinity Group UK, your core responsibilities include being the first point of contact for customer technical issues, diagnosing and resolving common problems across devices and applications, accurately triaging and routing tickets, maintaining clear customer communication, and contributing to the improvement of support processes and knowledge base. The goal is to keep customers operational and productive.
- What kind of technical skills are most important for this Service Desk Engineer role?
- The most important technical skills for this Service Desk Engineer role include strong troubleshooting abilities for devices, applications, and access issues. Proficiency in diagnosing common IT problems, understanding of Microsoft technologies (Dynamics 365, Microsoft 365, Azure), and the ability to effectively triage and escalate tickets are essential. Experience with ticket management systems is also key.
- How does Infinity Group UK support employee growth and development for Service Desk Engineers?
- Infinity Group UK is committed to employee growth through fully funded training programs. For Service Desk Engineers, this means opportunities to enhance technical skills, gain certifications, and develop expertise in Microsoft Cloud solutions, supporting career advancement within the company.
- What is the work environment like at Infinity Group UK, and how does it benefit a Service Desk Engineer?
- Infinity Group UK fosters an ambitious, supportive, and innovative work environment. For a Service Desk Engineer, this translates to having real ownership, the freedom to implement improvements, direct access to leadership, and a team that values collaboration and doing things properly. The culture emphasizes empathy, creativity, ambition, authenticity, and confidence.
- Can I work remotely as a Service Desk Engineer for Infinity Group UK?
- Yes, the Service Desk Engineer position at Infinity Group UK offers flexible and remote working arrangements. While the role is remote, having access to their offices in Tunbridge Wells and London Paddington is also mentioned, suggesting a hybrid possibility or in-person collaboration opportunities as needed.
- What makes the Service Desk Engineer role at Infinity Group UK impactful?
- The Service Desk Engineer role is impactful because it directly ensures customer productivity and confidence in their technology. By resolving issues quickly and efficiently, you protect customer relationships, reduce frustration, and build trust, which in turn enables the wider team to operate efficiently and strengthens the company's reputation.