At a Glance
- Tasks: Diagnose and fix common IT issues while communicating clearly with customers.
- Company: Infinity Group is an innovative Microsoft Cloud Solution Partner based in the UK.
- Benefits: Enjoy unlimited annual leave, private healthcare, and a flexible working environment.
- Other info: Work remotely with access to offices in Tunbridge Wells and London Paddington.
- Why this job: Be the first point of contact, solving critical issues that impact customer productivity.
- Qualifications: Strong problem-solving skills and ability to communicate with non-technical users are essential.
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
Infinity Group, located in the UK, offers unlimited holiday and private healthcare. With over 180 professionals, they focus on creating a supportive work environment and have been awarded Microsoft Partner of the Year for Dynamics Business Central.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer - 1st Line
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at INFINITY GROUP. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like INFINITY GROUP before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Engineer - 1st Line
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to INFINITY GROUP:Your cover letter is your chance to shine! Tell us why you want to work at INFINITY GROUP specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at INFINITY GROUP!
How to prepare for a job interview at INFINITY GROUP
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
