Service Desk Engineer - 1st Line in Royal Tunbridge Wells, England at INFINITY GROUP HOLDINGS LIMITED

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.

• “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

• 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

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.

• 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

• 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