Service Desk Specialist
Salary: Up to £28,000
Location: Reigate, Surrey
Job type: Full Time | Hybrid - 3 days WFH | 4.5 day work week
About Us
Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands. As a company, we’re ever evolving, using cutting-edge tech and a drive for success to see us through. Our growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call-tracking provider in the world. There’s never been a better time to join Infinity.
Join us as a Service Desk Specialist in Reigate!
Looking to make more of your technology skills? If you have experience in B2B service desk customer support, a love for building customer relationships, and a keen interest in technology, you can find your next step at Infinity.
Our aim is simple. Make impactful calls. Have insightful conversations. Create intelligent conclusions. Your role helps us do that. Day-to-day you’ll be troubleshooting inbound calls and cases, auditing installations, and escalating any customer queries that come through. But this role is much more than that. You’ll become a problem-solver, an innovative thinker. And like so many others in our business, a fast-progressing individual with infinite opportunities to grow your career. Infinity’s support team is known as a hothouse for future talent. Don’t miss out on the chance to be a part of it.
Key Responsibilities
- Work autonomously, providing exceptional customer service and resourcefully solving technical issues.
- Collaborate closely with technical support teams to drive process improvements and advocate for enhanced customer support.
- Engage directly with customers to address support requests, ensuring a positive and efficient resolution.
- Manage service requests through various interfaces, maintaining a high level of accuracy and quality.
- Foster strong relationships with customers, ensuring satisfaction and loyalty.
- Provide training support to internal teams, addressing questions and issues.
- Serve as the first level of escalation and coordinate with team leads/managers when needed.
- Collaborate with team members to improve the overall service desk experience.
- Review service requests for accuracy and compliance with established timelines.
- Obtain necessary documentation to assist with incidents and requests, ensuring accurate reflection of user needs.
- Monitor incidents and requests, ensuring timely resolution and customer satisfaction.
- Resolve escalated issues promptly and escalate when necessary.
- Continuously review processes, suggesting improvements to enhance efficiency.
Knowledge, Skills & Experience
- 1+ year of working knowledge in service desk or related roles.
- Comfortable with ITSM service desk platforms and tools.
- Proficient in MS Office applications, especially Outlook, Excel, and Word.
- Proactive and resourceful attitude.
- Outstanding organizational and communication skills, both written and verbal.
- Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
- Strong collaborator with cross-functional teams.
- ITIL Foundation or Comptia A+ (Desirable)
- Experience in Telephony (Desirable)
About Us
Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands. As a company, we’re ever evolving, using cutting-edge tech and a drive for success to see us through. Our growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call-tracking provider in the world. There’s never been a better time to join Infinity.
The Role
The Assistant Management Accountant sits at the heart of the Finance function, keeping the day-to-day numbers accurate, timely and well-organised.
This role goes beyond day-to-day processing. You will take ownership of key revenue and cost processes, prepare a first draft of the monthly management accounts, and provide meaningful variance analysis and reporting to support commercial decision-making.
You will be proactive, commercially curious and committed to accuracy spotting issues before they become problems and looking for smarter, more scalable ways of working.
Working closely with the Management Accountant and wider business teams, you will help Finance operate efficiently, strengthen controls, improve processes and deliver real value across Infinity Tracking Limited.
What You’ll Own
Revenue, Billing & Renewals
Prepare monthly reporting on renewals, ARR movements, churn and billing variances, identifying revenue leakage and recommending corrective actions
Supplier Management & Accounts Payable
Management Accounts & Balance Sheet
Prepare a first draft of the monthly management accounts, including P&L, Balance Sheet, Cashflow and supporting schedules
Prepare and post monthly journals including accruals, prepayments, deferred income, payroll and intercompany entries
Commercial Analysis & Reporting
Analyse gross profit, overheads, customer profitability and operational costs, investigating variances and understanding key financial drivers
Fixed Assets, VAT & Payroll
Maintain the fixed asset register, ensuring additions, disposals, depreciation and asset movements are recorded accurately
Audit & Process Improvement
Experience in a finance role covering month-end processes, reconciliations, accounts payable, billing, revenue or management reporting
Strong accounting knowledge across accruals, prepayments, journals, reconciliations and management accounts preparation
Why Join Us
This is a great opportunity to build genuine breadth across a busy, growing finance function with real ownership from day one and clear scope to shape how Finance operates.
You will work closely with experienced finance professionals, take a lead on meaningful work including the monthly management accounts, and play an active part in improving and automating processes as the function scales.
Benefits you can enjoy
4.5 day working week (Half day every Friday- 1pm finish)
25 days holiday (with the option to buy up to an additional 5 days per year)
Private single medical insurance
Employee Assistance Programme
Life Assurance (4x Salary)
Enhanced Maternity and Paternity Pay
Tech Scheme Loan (of up to £2,000 per year)
Ride to Work Scheme
Season Ticket Loan
Dedicated annual company and team social budget
At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application.
At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you
