IT Helpdesk Engineer

Job Description

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, were 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 service. Document every interaction and maintain accurate records in compliance with data protection regulations. Adhere to and follow Service Management policies, processes, and procedures. Provide onsite support to Civica offices when required. Engage in continuous professional development to enhance your technical and customer service skills. Contribute to the improvement of knowledge management systems by providing insightful feedback. Manage your work efficiently, ensuring adherence to performance and operational targets. Participate actively in team activities to foster a collaborative and positive workplace culture. Technical Skills: Mandatory: Proficient in Microsoft Server and Client Operating Systems, Microsoft/M365 Applications, Networking, Anti-Virus Management, FTP Administration, Active Directory, and Backup Technologies.