At a Glance
- Tasks: Be the first point of contact, solving tech issues and keeping customers productive.
- Company: Join Infinity Group, an award-winning Microsoft Cloud Solution Partner in the UK.
- Benefits: Enjoy unlimited holiday, private healthcare, and flexible remote working.
- Other info: Dynamic team culture focused on growth, learning, and innovation.
- Why this job: Make a real impact by helping customers overcome tech challenges every day.
- Qualifications: Strong problem-solving skills and clear communication with non-technical users.
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 UK
Infinity Group is an exceptional employer that prioritises employee well-being and growth, offering unlimited holiday, private healthcare, and a flexible remote working environment. With a strong commitment to continuous learning through fully funded training programmes, we foster a culture of innovation and support, ensuring our team members thrive while making a meaningful impact in the tech industry. Join us in a dynamic workplace where your contributions are valued, and you can directly influence the direction of our services.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer - 1st Line
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Infinity Group UK values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Infinity Group UK might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Infinity Group UK!
✨Direct Apply to Infinity Group UK
Let's not forget to apply directly through the Infinity Group UK website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Engineer - 1st Line
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Infinity Group UK.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Infinity Group UK. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Infinity Group UK
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
