Junior Helpdesk Engineer

The Junior Helpdesk Engineer plays a vital role as the first point of contact for customers, ensuring timely and effective support across a range of IT systems and services. By resolving issues and delivering excellent customer service, the role helps to maintain business continuity for KCC clients. Working within a fast-paced and customer-led environment, the position is key to maintaining service quality, protecting data and supporting Cantium’s reputation for fast, connected and insight-driven solutions.

What you’ll be doing

Deliver technical support across multiple channels (calls, chat, in-person) in line with service level targets and KPIs.

Diagnose, troubleshoot, and resolve complex IT issues, applying solutions and sharing knowledge with colleagues.

Maintain accurate records of incidents and requests, ensuring clear documentation of actions taken.

Collaborate with external suppliers and internal teams to resolve escalated issues effectively.

Remain up to date with IT trends to provide informed recommendations and improve service delivery.

Ensure compliance with security protocols, safeguarding company data and preventing unauthorised access.

Contribute to team development by supporting new colleagues, updating knowledge articles, and creating new resources.

Work with other departments to align IT support with wider business objectives.

Excellent communication skills, with the ability to explain technical issues clearly to non-technical users.

Experience in diagnosing and resolving technical issues, as well as providing advice on systems, products, and services.

A proactive approach to problem-solving, with the ability to manage multiple tasks and maintain high standards of service delivery.

Familiarity with IT service management tools, incident management, and ticketing systems.

Salary of £25,948.96 per annum.

25 days annual leave, rising to 27 after 4 years.

Birthday Day Off.

One concessionary day during the Christmas period.

Pension scheme with 4% employer contribution.

Life assurance cover.

Hybrid working.

Why CSG?

Cantium Business Solutions is a specialist provider of IT and back-office services, helping organisations across the public and private sectors improve efficiency and focus on what they do best. As part of Commercial Services Group (CSG), the UK’s largest local authority trading company, we operate with a strong public sector ethos while driving innovation and growth across our service lines., CSG is the UK’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue per annum and supporting more than 16,000 education and public sector customers globally.

We are growing through a combination of organic development, acquisitions and strategic partnerships. Our businesses deliver services across education, IT, HR, legal, energy, procurement and more, all focused on delivering meaningful impact.

As a locally owned organisation, we take pride in reinvesting a significant proportion of our profits into frontline services, helping strengthen the communities we serve.