RRemoteville
Infinity Group UK logoInfinity Group UK

Service Desk Engineer - 1st Line

Skills
BusinessCustomer Relationship ManagementDirect AccessLeadershipLoggingSalesService Desk
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Experience in a service desk or first line support environment
  • Ability to diagnose and resolve common technical issues quickly
  • Strong triage and prioritisation skills
  • Clear communication for non technical users
  • Calm under pressure and able to manage multiple issues
  • Ownership mindset with confidence to hand over when needed
  • Attention to detail when logging categorising and routing tickets

Nice to have

  • Reliable
  • Customer focused
  • Pragmatic
  • Ambitious
  • Authentic
  • Confident

Day to day

  • Act as the first point of contact for customers and set a calm professional tone
  • Diagnose triage and resolve common issues across devices applications access and connectivity
  • Keep customers informed with clear updates and accurate routing while reducing downtime and repeat issues