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Service Desk Engineer, 1st Line
Infinity Group UKService 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.
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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Calm Under PressurePrioritizationCustomer Focus