IT Helpdesk Engineer

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] 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 GovTech 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 a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. Why you will love this opportunity as IT Helpdesk Engineer As an IT Helpdesk Engineer at Civica, you will be an integral part of our dedicated support team, ensuring our customers receive top-tier assistance with their IT-related queries. Your role will primarily involve interacting with customers via phone and digital channels to resolve incidents and process service requests swiftly and efficiently, all while adhering to established service levels and company policies. Key Responsibilities: Respond to customer inquiries through multiple channels, ensuring a high standard of serviceDocument every interaction and maintain accurate records in compliance with data protection regulationsAdhere to and follow Service Management policies, processes, and proceduresProvide onsite support to Civica offices when requiredEngage in continuous professional development to enhance your technical and customer service skillsContribute to the improvement of knowledge management systems by providing insightful feedbackManage your work efficiently, ensuring adherence to performance and operational targetsParticipate actively in team activities to foster a collaborative and positive workplace culture Requirements Proficient in Microsoft Server and Client Operating Systems, Microsoft/M365 Applications, Networking, Anti-Virus Management, FTP Administration, Active Directory, and Backup TechnologiesExperience with ITIL v3, direct customer-facing roles, ISO270001/20000, Microsoft Azure, and familiarity with Linux/UnixAbility to understand customer needs and manage expectations effectivelyStrong record management skills for resolving customer incidents and service requestsAptitude for active listening and adapting communication style to suit different audiencesProficient in building relationships and collaborating with team members to achieve common goalsAbility to monitor individual metrics and ensure that service level agreements (SLAs) are metA proactive approach to suggesting and implementing improvements within the IT service environment Benefits Why you'll love working with us We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect: We're all different - and we love this about us. We provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best. Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice. Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues. Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you. We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it.