Senior Helpdesk Engineer

Why you will love this opportunity as a Senior Helpdesk Engineer at Civica

• 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

• 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