IT Helpdesk Engineer

IT Helpdesk Engineer

London, Monday - Thursday on-site

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.

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

As an IT Helpdesk Engineer at Civica, you'll play a key role in keeping colleagues connected, productive and supported across the business. Working from our Southbank office, you'll gain exposure to a broad range of technologies including Microsoft 365, Azure, Active Directory and networking, while solving real-world technical challenges every day. You'll be part of a collaborative team that values continuous improvement, customer service and professional development, giving you the opportunity to grow your technical expertise, contribute new ideas and make a visible impact across the organisation.

Requirements

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:

1. Able to put the colleagues at ease and deal sensitively with issues/complaints.
2. 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:

1. Act as a point of reference for queries from other team members.
2. 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:

1. 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:

1. Demonstrate proactive approach in building relationships with others.

The role requires someone who can manage service levels effectively, monitor performance metrics, prevent SLA breaches and take ownership of continuous improvement. You’ll ideally bring experience with ITIL, Microsoft 365, Azure, Active Directory, Microsoft operating systems, networking, security, backup technologies and environments such as Linux, Unix or macOS. Experience supporting senior executives and maintaining meeting-room AV equipment would also be valuable.

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.

These responsibilities focus on helping improve the way the IT Helpdesk operates by contributing to knowledge articles, sharing ideas and supporting continuous service improvements. You'll also be trusted to manage your own workload effectively, taking ownership of priorities and communicating proactively with management when support is needed.

We Want You to Bring Your Whole Self to Work 

There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Benefits

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.

Benefits

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.

Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.

Affinity Groups – Join employee-led communities.

Bounty Bonus – Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission