Senior Helpdesk Engineer

Lumina Energy; West Malling; Hybrid; GBP 30,000 - 32,000; Full time

Job summary

A leading IT service provider is seeking a Senior Helpdesk Engineer to deliver advanced technical support in a hybrid setting. This role involves mentoring colleagues, resolving complex issues while adhering to service levels, and contributing to service improvement initiatives. Candidates should have significant IT helpdesk experience and advanced knowledge of IT infrastructure. You will enjoy a competitive salary and benefits including 25 days annual leave, life assurance, pension contributions, and further learning opportunities.

Benefits

25 days annual leave

Life assurance cover (4x salary)

Pension scheme with 4% employer contribution

Retail and gym discounts

Health cash plan

Cycle to work scheme

Volunteer days

Access to learning and development support

Qualifications

• Significant experience in a fast‑paced IT helpdesk role.
• Azure fundamentals AZ-900 certification is highly desirable.
• Strong interpersonal and communication skills, both verbal and written.
• Advanced technical knowledge of core IT infrastructure including Microsoft and Windows.
• Strong understanding of ITIL Framework, Service Desk Institute standards.

Responsibilities

• Provide advice to customers on available systems and services.
• Respond to and resolve incidents and service requests.
• Manage calls maintaining accurate call notes.
• Liaise with users and service providers to document incidents.
• Resolve advanced technical issues and share knowledge.

Skills

Advanced technical knowledge of core IT infrastructure

Strong interpersonal and communication skills

Experience in a fast-paced IT helpdesk role

Understanding of ITIL Framework

Education

Azure fundamentals AZ-900 certification

Job description

Location: Hybrid/Kings Hill, Kent
Salary/package: £30,000 to £32,000 per annum
Contract type: Permanent
Hours: Full time, 37 hours per week

Due to the nature of work being carried out, a Basis DBS check (provided by the Company) will be carried out, please consider this before submitting your application.

This is an exciting opportunity to step into a senior, hands‑on technical role where you’ll solve complex issues, influence service improvement, and mentor others while supporting a modern Microsoft‑focused IT environment. If you enjoy combining advanced problem‑solving with real impact across a diverse organisation, this role offers both challenge and progression.

Who we are

Cantium Business Solutions, part of Commercial Services Group (CSG), delivers high‑quality back‑office and IT services to a diverse customer base across the public sector. We are a dynamic and agile business driven by four key principles: Fast, Connected, Insight‑Driven, and Customer‑Led. As part of CSG – the UK’s largest local authority‑owned trading organisation – Cantium combines commercial innovation with a commitment to reinvesting communities.

Why this role matters

The Senior Helpdesk Engineer plays a key role in delivering advanced second‑line technical support across core IT services, ensuring incidents and requests are resolved efficiently and to agreed service levels. The role is vital in maintaining high standards of customer service, system reliability and data security across the organisation. The position supports service improvement by mentoring colleagues, leading incident investigations and contributing to continuous improvement of helpdesk processes and knowledge sharing.

What you’ll be doing

• Provide advice to customers on available systems, products, and services in line with agreed procedures.

• Respond to and resolve incidents and service requests remotely or on customer sites in line with KPIs and service level targets.

• Manage calls to Cantium standards, maintaining accurate and detailed call notes through to resolution.

• Liaise with users, service providers, and third‑party suppliers to document incidents, track progress, and support effective resolution.

• Resolve advanced technical issues and share knowledge and best practice with colleagues.

• Collaborate with other departments to support company goals and strategic objectives.

• Protect company data and information from unauthorised access and security risks.

• Induct new staff, maintain and create knowledge articles, and promote ongoing knowledge sharing within the team.

• Identify trends in the ticket queue and streamline processes to improve service efficiency.

What we’re looking for

• Significant experience in a fast‑paced IT helpdesk role.

• Azure fundamentals Az‑900 certification is highly desirable.

• Strong interpersonal and communication skills, both verbal and written.

• Advanced technical knowledge of core IT infrastructure, including but not limited to Microsoft and Windows.

• Strong understanding of ITIL Framework, Service Desk Institute (SDI) standards and meeting Service Level targets.

• The ability to work well under pressure to meet tight deadlines.

What you’ll get in return

• Salary of £30,000 to £32,000 per annum.

• 25 days annual leave.

• Life assurance cover (4x salary).

• Pension scheme with 4% employer contribution.

• Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme.

• Volunteer days and access to a comprehensive wellbeing programme.

• Tailored learning and development support with real opportunities to progress.

Why CSG?

Commercial Services Group (CSG) is the UK’s largest local authority‑owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.

We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies.

CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

Inclusion & Accessibility

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.

We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.