INFINITY TRACKING LIMITED
Service Desk Specialist
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Location: Reigate, Surrey or Manchester
Job type: Full Time | Hybrid - Tuesday and Thursday on site | 4.5 day work week
About Us
Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands. As a company, we’re ever evolving, using cutting-edge tech and a drive for success to see us through. Our growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call-tracking provider in the world. There’s never been a better time to join Infinity.
Join us as a Service Desk Specialist at Infinity
Looking to make more of your technology skills? If you have experience in B2B service desk customer support, a love for building customer relationships, and a keen interest in technology, you can find your next step at Infinity.
Our aim is simple. Make impactful calls. Have insightful conversations. Create intelligent conclusions. Your role helps us do that. Day-to-day you’ll be troubleshooting inbound calls and cases, auditing installations, and escalating any customer queries that come through. But this role is much more than that. You’ll become a problem-solver, an innovative thinker. And like so many others in our business, a fast-progressing individual with infinite opportunities to grow your career. Infinity’s support team is known as a hothouse for future talent. Don’t miss out on the chance to be a part of it.
Key Responsibilities
- Work autonomously, providing exceptional customer service and resourcefully solving technical issues.
- Collaborate closely with technical support teams to drive process improvements and advocate for enhanced customer support.
- Engage directly with customers to address support requests, ensuring a positive and efficient resolution.
- Manage service requests through various interfaces, maintaining a high level of accuracy and quality.
- Foster strong relationships with customers, ensuring satisfaction and loyalty.
- Provide training support to internal teams, addressing questions and issues.
- Serve as the first level of escalation and coordinate with team leads/managers when needed.
- Collaborate with team members to improve the overall service desk experience.
- Review service requests for accuracy and compliance with established timelines.
- Obtain necessary documentation to assist with incidents and requests, ensuring accurate reflection of user needs.
- Monitor incidents and requests, ensuring timely resolution and customer satisfaction.
- Resolve escalated issues promptly and escalate when necessary.
- Continuously review processes, suggesting improvements to enhance efficiency.
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Knowledge, Skills & Experience
- 1+ year of working knowledge in service desk or related roles.
- Comfortable with ITSM service desk platforms and tools.
- Proficient in MS Office applications, especially Outlook, Excel, and Word.
- Proactive and resourceful attitude.
- Outstanding organizational and communication skills, both written and verbal.
- Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
- Strong collaborator with cross-functional teams.
- ITIL Foundation or Comptia A+ (Desirable)
- Experience in Telephony (Desirable)
Benefits You Can Enjoy
- 4.5 day working week (Half day every Friday- 1pm finish)
- 25 days holiday (with the option to buy up to an additional 5 days per year)
- Private single medical insurance
- Employee Assistance Programme
- Life Assurance (4x Salary)
- Enhanced Maternity and Paternity Pay
- Tech Scheme Loan (of up to £2,000 per year)
- Ride to Work Scheme
- Season Ticket Loan
- Dedicated annual company and team social budget
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At Infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application.
At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you.
We believe conversations matter and that you deserve to understand yours better. Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.
Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including San Francisco, London, and Baltimore.
Despite numerous additions to our platform, our founding principles still drive what we do now. We give businesses clear, reliable insights on how their digital strategy is performing today, making it easier to get better results tomorrow.
The possibilities for our clients continue to grow as we work on numerous exciting developments, and curate an expanding network of tech and agency partners.
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