IT Helpdesk Engineer

1 month ago

Vadodara, India Civica India Full time

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. Public IT Helpdesk Engineer –


Job Description Pub• 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 of out of hours (weekend and evening) support.


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

IT Helpdesk Engineer – Job Description

Pub• 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.


Mandatory Skills:

Microsoft Server and Client Operating Systems

Microsoft/M365 Application Stack (i.e. Exchange, Teams SharePoint, SQL Server, Intune, etc)

Understanding of Networks & Networking

Anti-Virus Management

FTP Administration

Active Directory & Backup Technologies

File Server/Share Administration

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