Job Description

We're Civica, and we create software that helps deliver critical services for citizens all around the world. From local government, to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 100 million citizens.


Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those who serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point in our journey to realise that aspiration.


We're hiring for an IT Helpdesk Engineer to provide 1st and 2nd line technical support to internal Civica colleagues.

Responsibilities:

Service colleagues:


Engage with colleagues by phone or digital channels to address incidents and service requests and process them in line with current service levels and current Civica policies and procedures.

Be accurate:


Maintain accurate records of work completed, changes made, colleague interactions in line with data protection laws and Civica policies, and on the systems designated by Civica.

Compliance:


Adhere to Service Management policies, processes and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management).

Onsite Support

Provide onsite support to key Civica offices as and when required.

Professional development:

Maintain and develop your customer skills, technical skills and knowledge of current Civica process and procedures so that you can perform your role in line with the requirements of the business, as advised by or agreed by your line manager.

Continuous Improvement

Feedback to improve existing knowledge management, suggest requirements or content for new knowledge management and if directed by line management, create new knowledge management articles. Suggestions to improve policies, processes, procedures and operations. Support to continuous improvement through active participation.
Work Management:

Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilisation, engage/approach your line manager/management when you are under and over utilised.
Be part of the team:

Work in a manner that embraces Civica culture, values and participate where possible in team activities.

Competencies

Committing to our colleagues

Understand who our colleagues are and what their needs are; develop on-going relationships through quality of service provided and management of customer expectations. The behaviours/attitudes relevant to this are: Able to put the colleagues at ease and deal sensitively with issues/complaints. Collaborate with others to achieve high standards of satisfaction and escalate anything that cannot be resolved.
Delivering the Support Service

Record and manage customer incidents, problems and service requests through to resolution. The behaviours/attitudes relevant to this are: Act as a point of reference for queries from other team members. Use expertise to reach effective resolution and prevent future incidents.
Communicating Effectively

Demonstrate active listening and get message across in written, verbal and face to face communications (and understand when to choose the appropriate medium). The behaviours/attitudes relevant to this are: Understand the need to adapt your style to suit different situations/scenarios
Team Working

Work cooperatively with others in achieving colleague feedback and team goals. Share information and knowledge and understand how work of other teams relates to own. The behaviours/attitudes relevant to this are: Demonstrate proactive approach in building relationships with others.
Managing Service Levels

Manage the performance of support service; manage colleague/end user expectations and enable effective resolution/completion of service incidents, problems and requests for change. The behaviours/attitudes relevant to this are: Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breached.
Contributing to Continuous Improvement

Understand the need for change and respond positively; take ownership for suggesting improvements and seeing them through.

Requirements

Qualification or experience in ITIL v3 Experience of working within a direct customer-facing environment Microsoft/M365 Application Stack (i.e. Exchange, Teams , SharePoint, SQL Server, Intune, etc) Working within ISO270001/20000 Microsoft Server and Client Operating Systems Understanding of Networks & Networking Anti-Virus Management FTP Administration Active Directory Backup Technologies File Server/Share Administration Microsoft Azure Linux / Unix / MacOS

Benefits

We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:



Time Off & Work-Life Balance


? 25 Days Annual Leave + bank holidays - plus the option to buy up to 10 extra days!

? Days of Difference - Up to 3 extra days off for volunteering.


Financial Well-being & Security


? Pension Contributions - 5% employer match to support your future.

? Income Protection - Up to 75% salary cover for long-term illness.

? Life Assurance - 4x salary tax-free lump sum.

? Critical Illness Cover - 25,000 lump sum (extendable to dependents).


Health & Perks


? Private Medical Insurance - Fast access to private healthcare.

? Health Cash Plan - Claim back physio, therapies & more.

? Dental Insurance - Cover for routine & emergency care.

? Affinity Groups - Join employee-led communities.

? Bounty Bonus - Refer a friend & get rewarded.

Why You'll Love Working with Us



As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.