IT Helpdesk Engineer

Civica; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking an IT Helpdesk Engineer to provide essential technical support to its colleagues. This role involves engaging with users to resolve issues, ensuring compliance with service management policies, and contributing to continuous improvement initiatives. The ideal candidate will have experience in a customer-facing environment and knowledge of Microsoft/M365 applications. With a commitment to professional development, you'll thrive in a collaborative atmosphere, making a significant impact on the services provided to citizens. Join a team dedicated to championing technology in public services and enhancing community well-being.

Benefits

25 days annual leave + bank holidays

Up to 10 extra days to buy

Up to 3 days for volunteering

Pension contributions (5% employer match)

Private medical insurance

Dental insurance

Health cash plan

Referral bonuses

Qualifications

• Experience in a customer-facing environment is essential.
• Knowledge of Microsoft/M365 applications is crucial for this role.

Responsibilities

• Provide 1st and 2nd line technical support to colleagues.
• Engage with colleagues to resolve incidents and service requests.

Skills

ITIL v3

Customer Service

Microsoft/M365 Applications

ISO 27001/20000 Standards

Networking

Active Directory

Microsoft Azure

Education

Qualification in ITIL v3

Tools

Microsoft Exchange

Microsoft Teams

SharePoint

SQL Server

Intune

Job description

We're Civica, and we create software that helps deliver critical services for citizens worldwide. Our solutions support local government, education, health, and care sectors, with over 5,000 public bodies using our software to serve more than 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we operate, supporting citizens and their service providers daily. Building on 21 years of growth and success, we're now at a pivotal point in our journey.

We are hiring an IT Helpdesk Engineer to provide 1st and 2nd line technical support to Civica colleagues.

Responsibilities:

• Service colleagues: Engage with colleagues via phone or digital channels to resolve incidents and service requests, adhering to current service levels and Civica policies.
• Be accurate: Maintain precise records of work, changes, and interactions in line with data protection laws and Civica policies, using designated systems.
• Compliance: Follow Service Management policies, processes, and procedures, including ticket handling, incident management, request fulfillment, and problem management.
• Onsite Support: Provide onsite assistance at key Civica offices as required.
• Professional Development: Continuously develop customer service, technical skills, and knowledge of Civica processes, as directed by your line manager.
• Continuous Improvement: Offer feedback to enhance knowledge management, suggest improvements, and contribute to creating new knowledge articles as needed.
• Work Management: Manage your time proactively, engaging with management when under or over-utilized.
• Team Participation: Embrace Civica culture and values, participating in team activities when possible.

Competencies:

• Colleague Commitment: Build relationships, manage expectations, and handle issues sensitively.
• Support Delivery: Manage incidents and requests effectively, acting as a reference point and using expertise to resolve issues and prevent recurrence.
• Effective Communication: Listen actively and adapt communication style to different scenarios.
• Teamwork: Collaborate, share knowledge, and build proactive relationships.
• Service Level Management: Monitor performance, manage expectations, and ensure SLAs are met.
• Continuous Improvement: Be open to change, suggest improvements, and implement them.

Requirements:

• Qualification or experience in ITIL v3
• Experience in a customer-facing environment
• Knowledge of Microsoft/M365 applications (Exchange, Teams, SharePoint, SQL Server, Intune, etc.)
• Experience with ISO 27001/20000 standards
• Understanding of Microsoft Server and Client OS, Networks, Anti-Virus, FTP, Active Directory, Backup Technologies, File Server/Share, Microsoft Azure, Linux/Unix/MacOS

Benefits:

We value our employees' happiness and job satisfaction. Benefits include:

• Time Off & Work-Life Balance: 25 days annual leave + bank holidays, plus up to 10 extra days to buy; up to 3 days for volunteering
• Financial Security: Pension contributions (5% employer match), income protection, life assurance, critical illness cover
• Health & Perks: Private medical insurance, health cash plan, dental insurance, employee communities, referral bonuses

Why You'll Love Working with Us: We are passionate about our work and the citizens we serve. If you want to champion technology in public services and make a real difference, Civica is the place for you. We support your growth and help you achieve your best, making a positive impact on communities.