Senior 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 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 a Senior Helpdesk Engineer at Civica

This role is your chance to take on stimulating challenges in a fast-paced, global organization. You'll lead and guide entry-level team members, contribute to the largest segment of our helpdesk operations, and grow your skills in a collaborative environment that thrives on innovation, creativity, and continuous learning.

In this role, you'll be responsible for helping to resolve and manage cases that come through the Enterprise IT Helpdesk.

Additionally, you'll have the chance to provide training, coaching, and encourage knowledge sharing among team members to boost everyone's skills.

We're looking for someone who can deliver top-notch support to Civica employees across the globe!

Requirements

What you will do to shine in this role

• Provide 24x7 management cover for the EIT Helpdesk on a rota basis
• Organize shift patterns, conduct performance reviews, and set/monitor OKRs
• Ensure support requests are handled per standards and team performance is optimal
• Maintain IT service quality with strong focus on data security, availability, and integrity
• Use analytical problem-solving to resolve operational issues
• Implement changes following strict change control procedures
• Draft and maintain support documentation, including knowledge articles
• Lead and manage Major Incidents, ensuring adherence to processes
• Monitor and act on escalated Incidents within the ITSM toolset
• Mentor and coach team members on technical and soft skills
• Manage call queues and assist team members when required
• Liaise with internal support teams and third-party providers for case resolution
• Perform additional tasks as required to ensure smooth operations
• Stay calm and professional under pressure, modeling excellent customer service
• Communicate clearly, accurately, and professionally at all times

Essential competencies

• Strong technical knowledge across multiple disciplines
• Expertise in Microsoft 365, with exposure to MS Azure
• Proven problem-solving skills under pressure
• 5+ years in IT, including 3+ years in support/administration
• Ability to challenge processes and drive improvements
• High attention to detail and accuracy
• Collaborative team player with self-initiative
• Leadership experience in technical support, reporting to senior management
• Excellent communication, able to motivate and drive performance
• ITIL Foundation certified
• Microsoft/vendor certifications preferred
• Experience managing globally distributed support teams

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

Focus on learning

Giving culture

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