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Service Desk Engineer - 1st Line

INFINITY GROUP -
Royal Tunbridge Wells

Quick apply

Job details

Full-time
7 hours ago

Benefits

Unlimited paid holidays
Annual leave
Private medical insurance
Car scheme

Qualifications

Reactive maintenance implementation
Technical troubleshooting
Incident queue management
Ticket management
Breakdown recovery
Service restoration
Continuous improvement
Customer support
Customer interaction
Fault diagnosis and repair
Help desk

Full job description

Service Desk Engineer - 1st Line

Hybrid/Tunbridge Wells \u007C Unlimited Holiday \u007C Fix issues fast and keep customers moving.

Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.

With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.

We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.

Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.

We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.

Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.

Role Overview:

This role exists to keep our customers operational, productive, and confident in their technology.

As the first point of contact, you’re not just logging tickets - you’re solving problems that directly impact a customer’s ability to work, sell, and deliver. Every interaction shapes how customers perceive our service.

You’ll triage, fix, and guide - resolving issues where you can, and making sure anything you can’t is picked up quickly and correctly. Done well, this role reduces downtime, builds trust, and protects long-term customer relationships.

What you'll be doing:

Own the first response experience

Be the first point of contact and set the tone - clear, calm, and focused on resolution.

Resolve and restore quickly

Diagnose and fix common issues across devices, applications, and access, reducing downtime wherever possible.

Triage with accuracy

Make sure every issue is correctly prioritised, categorised, and routed — avoiding delays and misdirection.

Keep customers informed

Communicate clearly and consistently so customers always know what’s happening and what to expect.

Strengthen the system over time

Spot patterns, reduce repeat issues, and contribute to knowledge that improves speed and consistency.

The kind of problems you’ll solve

“I can’t access my system and I need to work now”
“Something’s broken - I don’t know what, but it’s stopping me doing my job”
Users locked out of accounts or missing access to tools they need
Devices, apps, or connectivity not working as expected
Repeat issues that keep coming back with the same users or systems
Tickets that have bounced or stalled and need clear ownership
Customers frustrated by slow updates or unclear progress
Alerts or issues picked up through monitoring that need quick action

What sets you apart

You care about solving the problem, not just closing the ticket
You communicate in a way that makes things simple for non-technical users
You stay calm under pressure and prioritise what matters most
You take ownership - even when something needs to be handed over
You look for patterns and improvements, not just quick fixes
You’re naturally reliable - people trust that if it lands with you, it gets handled

Your impact:

On the business:

You protect customer relationships, reduce service friction, and enable the wider team to operate efficiently.

On customers:

You keep them productive, reduce frustration, and build confidence in the service they’re paying for.

On team performance:

You improve ticket quality, reduce escalations, and help create 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

You’ll 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

What you get:

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

Quick apply

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