At a Glance
- Tasks: Be the first point of contact, solving tech issues and keeping customers productive.
- Company: Join an award-winning Microsoft Cloud Solution Partner with a supportive culture.
- Benefits: Enjoy unlimited holiday, private healthcare, and flexible remote working.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers overcome tech challenges every day.
- Qualifications: Strong problem-solving skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
Remote | Unlimited Holiday | Fix issues fast and keep customers moving. Infinity Group are an 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
Service Desk Engineer - 1st Line employer: INFINITY GROUP HOLDINGS LIMITED
Infinity Group is an exceptional employer that prioritises employee well-being and growth, offering unlimited holiday and a supportive work culture that values empathy, creativity, and authenticity. With a commitment to continuous learning through fully funded training programmes, employees are empowered to develop their skills while contributing to innovative IT solutions in a dynamic environment. The company's recognition as Microsoft Partner of the Year for Dynamics Business Central highlights its dedication to excellence and the positive impact it makes in the tech industry.
Contact Details:
INFINITY GROUP HOLDINGS LIMITED Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer - 1st Line
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Infinity Group. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by practising common scenarios you might face as a Service Desk Engineer. Think about how you'd handle tricky customer issues and be ready to share your thought process.
✨Tip Number 3
Show off your problem-solving skills! During interviews, highlight specific examples where you've triaged or resolved issues quickly. This will demonstrate your ability to keep customers moving.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you're genuinely interested in joining our awesome team.
We think you need these skills to ace Service Desk Engineer - 1st Line
Some tips for your application 🫡
Show Your Problem-Solving Skills:In your application, highlight specific examples where you've solved issues quickly and effectively. We want to see how you approach problems, especially in a tech environment like ours.
Communicate Clearly:Since you'll be the first point of contact for customers, make sure your application reflects your ability to communicate simply and effectively. Use straightforward language that shows you can explain complex issues to non-technical users.
Demonstrate Ownership:We love candidates who take ownership of their work. In your application, share instances where you've taken responsibility for resolving issues or improving processes. This shows us you're reliable and proactive.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your enthusiasm and fit for the role!
How to prepare for a job interview at INFINITY GROUP HOLDINGS LIMITED
✨Know Your Tech Basics
As a Service Desk Engineer, you'll need to be familiar with common issues related to devices, applications, and access. Brush up on troubleshooting techniques and be ready to discuss how you would approach resolving typical problems that customers might face.
✨Showcase Your Communication Skills
Since you'll be the first point of contact for customers, it's crucial to demonstrate your ability to communicate clearly and calmly. Practice explaining technical concepts in simple terms, as this will help build trust and confidence with non-technical users.
✨Emphasise Problem-Solving Mindset
Highlight your passion for solving problems rather than just closing tickets. Be prepared to share examples from your past experiences where you've taken ownership of an issue and successfully resolved it, showcasing your commitment to customer satisfaction.
✨Demonstrate Your Ability to Prioritise
In this role, triaging issues accurately is key. Be ready to discuss how you would prioritise tasks based on urgency and impact. You might even want to prepare a few scenarios to illustrate your thought process when faced with multiple issues at once.
