IT Helpdesk Engineer

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a Gov Tech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As an IT Helpdesk Engineer at Civica, you'll play a key role in keeping colleagues connected, productive and supported across the business. Working from our Southbank office, you'll gain exposure to a broad range of technologies including Microsoft 365, Azure, Active Directory and networking, while solving real-world technical challenges every day. You'll be part of a collaborative team that values continuous improvement, customer service and professional development, giving you the opportunity to grow your technical expertise, contribute new ideas and make a visible impact across the organisation.

Understand who our colleagues are and what their needs are; develop on-going relationships through quality of service provided and management of customer expectations. The behaviours/attitudes relevant to this are:

Record and manage customer incidents, problems and service requests through to resolution. The behaviours/attitudes relevant to this are:

Demonstrate active listening and get message across in written, verbal and face to face communications (and understand when to choose the appropriate medium). The behaviours/attitudes relevant to this are:

Work cooperatively with others in achieving colleague feedback and team goals. Share information and knowledge and understand how work of other teams relates to own. The behaviours/attitudes relevant to this are:

The role requires someone who can manage service levels effectively, monitor performance metrics, prevent SLA breaches and take ownership of continuous improvement. You’ll ideally bring experience with ITIL, Microsoft 365, Azure, Active Directory, Microsoft operating systems, networking, security, backup technologies and environments such as Linux, Unix or macOS. Experience supporting senior executives and maintaining meeting-room AV equipment would also be valuable.

• Service colleagues Engage with colleagues by phone or digital channels to address incidents and service requests and process them in line with current service levels and current Civica policies and procedures.

• Be accurate Maintain accurate records of work completed, changes made, colleague interactions in line with data protection laws and Civica policies, and on the systems designated by Civica.

• Compliance Adhere to Service Management policies, processes and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management).

• Onsite Support Provide onsite support to key Civica offices…