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# IT Helpdesk Engineer

- **Company:** Civica
- **Location:** London, UK
- **Salary:** £32,401.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Microsoft Azure, Unix, Linux, Microsoft Operating Systems, Backup and Restore, Performance Monitor
- **Published:** October 21, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5936533249

## About the Role

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.

## Description

* 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.