Service Desk Engineer, 1st Line

Infinity Group UK

Service Desk Engineer providing 1st line support at Infinity Group. Helping customers resolve IT issues quickly and efficiently while maintaining high service standards in Tunbridge Wells.

Posted 7/1/2026full-timeTunbridge Wells • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving abilities and effective communication skills, ensuring clear and calm interactions with non-technical users. Focuses on diagnosing issues, prioritizing tasks, and contributing to process improvements for enhanced service delivery.

Highest-signal resume keywords

Problem-SolvingEffective CommunicationOwnershipPattern RecognitionReliability

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Calm Under PressurePrioritizationCustomer Focus

Industry Keywords

Issue DiagnosisTicket ManagementCustomer ServiceResolution FocusKnowledge Contribution

About the role

Key responsibilities & impact

Be the first point of contact and set the tone - clear, calm, and focused on resolution.
Diagnose and fix common issues across devices, applications, and access, reducing downtime wherever possible.
Make sure every issue is correctly prioritised, categorised, and routed — avoiding delays and misdirection.
Communicate clearly and consistently so customers always know what’s happening and what to expect.
Spot patterns, reduce repeat issues, and contribute to knowledge that improves speed and consistency.

Requirements

What you’ll need

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

Benefits

Comp & perks

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