Civica
Senior IT Helpdesk Engineer
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About Us
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'll Love This Opportunity
You’ll love working as a Senior Helpdesk Engineer Analyst at Civica because if you're ready for the next step, this is your chance to lead, mentor, and make a real impact. You'll manage a talented team while staying close to technical challenges. No two days are the same, with exposure to Microsoft 365, Azure, major incidents, and enterprise-scale IT operations, you'll have the freedom to improve processes, drive change, and shape how support is delivered. The role offers genuine leadership responsibility with the opportunity to develop and coach others. You'll work in a fast-paced, collaborative environment that values innovation and customer service. Most importantly, you'll play a key role in keeping thousands of colleagues productive around the world.
Key Responsibilities
- Provide 24x7 Management cover to the EIT Helpdesk operation working on a rota basis.
- Organise working shift patterns for a 24x7 based team, complete regular performance reviews with their direct reports, and set and monitor OKRs on a regular basis.
- Ensures that all requests for support are dealt with according to set standards and procedures and your direct reports are operating optimally.
- Responsible for supporting IT services to a high standard ensuring data security, availability, and integrity of business data.
- Drafts and maintains procedures and documentation for support, including Knowledge Articles.
- Takes responsibility for Major Incidents and leads on the action plans ensuring the priority 1 and major incident processes are always adhered to.
- Monitors for, and acts upon, Incidents escalated through the ITSM toolset. Ensures that their written communication being stored in the ITSM toolset is both informative and professional.
- Mentors and Coaches the development of both technical and soft skills of the EIT Helpdesk.
- Manages the teams call queues within the ITSM toolset and assist them when required.
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Requirements
- Experience supporting Microsoft technologies including the M365 stack and exposure to MS Azure.
- Excellent problem-solving skills and the ability to “think outside the box” under pressure.
- Challenge current processes and identify better ways of working.
- Must strive for attention to detail and accuracy.
- Able to work collaboratively within a team and operate under their own initiative.
- Able to work as a leader within a technical support team reporting directly into the Helpdesk Senior Engineering Manager.
- Exceptional communication skills can motivate their direct reports and drive performance and change.
What We Value
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.
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.
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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.
- Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.
- Affinity Groups – Join employee-led communities.
- Bounty Bonus – Refer a friend & get rewarded.
Diversity and Inclusion
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.
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