IT Helpdesk Engineer-1

Principal Accountabilities

Service customers:

• Engage with customers 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, customer 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

Provide:

• 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 and values, and participate where possible in team activities.

Accountabilities:

Meet operational targets:

• Meet productivity and quality performance standards for customer experience, compliance and operational excellence set from time to time by line management, for example utilisation, attendance and workload. Meet contribution standards for knowledge management and continuous improvement set from time to time by your line manager.

Fulfil personal objectives.

• Meet SMART objectives set by your line manager through the Civica performance management process.

Provision

Essential Competencies

Committing to the customer

• Understand who the customer is 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 customer at ease and deal sensitively with issues/complaints.

• Collaborate with others to achieve high standards of customer 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 prevention of 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 the customer; communicate in a clear and confident manner.

Team Working

Work cooperatively with others in achieving customer satisfaction 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 Customer Service Levels

• Manage the performance of support service; manage customer 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

Skill Classification

Microsoft Server and Client Operating Systems

Microsoft/M365 Application Stack (i.e. Exchange, Teams

Understanding of Networks & Networking

Anti-Virus Management

FTP Administration

Active Directory & Backup Technologies
File Server/Share Administration

Benefits

Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality - Financial Times 2021. 

Civica is committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. Civica recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.

About Civica:

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] 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.

Benefits: Life at Civica is fun and flexible. We have the following benefits that make us – one of the top employers of choice and a great place to work.

 

Civica Foundation | Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity.

 

Civica Culture | Work life balance and Blended working: Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people.

 

Learning and Development | Growth Opportunities: Civica has a unique 70:20:10 learning model, which supports your learning demands in an interesting, challenging & fun way!

 

Benefits

·       Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life. We are available for support when you need it most and actively encourage our people to reach out to us.

·       Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits.

·       Rewards and Recognition: We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards.

·       Tenure Milestone Recognition: We value and recognise the years of service of our people.

·       Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community.

 

Civica Accolades:

·       ‘Investors in People’ – Gold: We prioritise the development of our colleagues to match their ambition.

·       Great Place to Work: We are dedicated to create an outstanding employee experience.

·       Financial Times - Diversity Leader 2023: We’re committed to maintaining an inclusive and supportive culture.

·       Australian Business Awards – Employer of choice.

·       Top rated employer – Glassdoor: Our average length of service is 9 years.

·       Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.