Hybrid Service Desk Engineer — Fast Fixes, Real Impact

Infinity Group UK; Royal Tunbridge Wells; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Unlimited annual leave

Private healthcare

Life assurance

Company shares

Electric car scheme

Flexible / remote working

Job summary

Infinity Group UK is a Microsoft Cloud Solution Partner in the UK, with offices in Tunbridge Wells and London Paddington. We provide IT support, digital transformation, and Dynamics 365 consultancy, focusing on keeping customers productive and secure.

This hybrid role in Tunbridge Wells is designed to triage, fix, and guide customers, logging tickets and ensuring rapid resolution while maintaining strong relationships across teams and clients.

Qualifications

• Care about solving the problem, not just closing the ticket.
• Communicate clearly to non-technical users.
• Stay calm under pressure and prioritise what matters.
• Take ownership - even when something needs to be handed over.
• Look for patterns and improvements, not just quick fixes.
• Be naturally reliable - people trust that if it lands with you, it gets handled.

Responsibilities

• Own The First Response Experience: be the first point of contact and set the tone for resolution.
• Resolve and restore quickly: diagnose and fix common issues across devices, apps, and access to reduce downtime.
• Triage with accuracy: prioritise, categorise, and route issues to avoid delays.
• Keep customers informed: communicate clearly so customers know what to expect.
• Strengthen the system over time: spot patterns and contribute to knowledge to improve speed and consistency.

Job description

Infinity Group UK is a Microsoft Cloud Solution Partner in the UK, with offices in Tunbridge Wells and London Paddington. We provide IT support, digital transformation, and Dynamics 365 consultancy, focusing on keeping customers productive and secure.

This hybrid role in Tunbridge Wells is designed to triage, fix, and guide customers, logging tickets and ensuring rapid resolution while maintaining strong relationships across teams and clients.