Junior Helpdesk Engineer

Commercial Services Group is recruiting for a Junior Helpdesk Engineer on behalf of Cantium Business Solutions, which is part of Commercial Services Group.

Salary: £22,500pa
Brand: Cantium Business Solutions
Location: Kings Hill, Kent (Hybrid)

This is Maternity Cover contract running until 8th May 2024.

The Role
Do you have experience working in a customer service environment but also have a strong passion for all things technology and are looking to make the career change into the IT space? If so, this role might be well suited to you.

The ideal candidate will be working on a ITIL focused, commercial service desk, that focuses on resolving our key customers queries at the first point of contact where possible.

You will gain the ability to log IT tickets to appropriate teams, which will aid resolution for our customers. You will endeavor to keep your customers informed throughout the progression of their tickets to enable service restoration.

This role is part of our hybrid working model where you will be working from our Kings Hill office 3 days per week and 2 at home!
What Cantium can offer you:

• Minimum of 33 days holiday (inc. bank holidays)
• Generous contributory pension scheme
• People focused culture with great communication and development opportunities.
• A wide range of workplace wellbeing services
• Electric Car Scheme
• Employee shopping discount scheme.

Key Duties

• Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls by following agreed procedures.
• Showcase your ability to provide support over the phone or visiting our key customer sites resolving Incidents and Requests as appropriate in accordance with Cantium KPI’s and service level targets.
• Keep up with trends in the constantly evolving information technology industry to advance your current skillset and document fixes to share with your colleagues.
• Provides routine advice to users on systems, products and services which are available to them and to enable problem resolution including promptly allocating unresolved calls as appropriate.
• Using your excellent customer service skills to act as an effective interface between Cantium and our key customers and keeping them updated with progress of their issue.
• You will use your troubleshooting skills to identity and resolve basic to complex issues for customers logging in and using Microsoft Office apps.

What we need from you

• To have relevant qualifications in IT or strong experience in a customer service environment
• Ability to find out the reason of the problem by breaking it down and working through this to identify a resolution.
• Be self motivated, positive and able to work independently when required.
• Aware of customer service techniques for ensuring that full account is taken of customers' real and stated needs in the delivery of IT services
• Awareness of how IT systems are used in a business environment
• Demonstrates attention to detail and applies quality standards to all tasks undertaken
• Aware of the IT infrastructure and how our customers use these systems on a daily basis (hardware, software, Office365 and operating systems)

Cantium Business Solutions is a back-office services provider established by Kent County Council. They partner with local government, education and private sectors to understand their business needs and challenges and provide tailored solutions. Their focus on insight and collaboration ensures that they remain connected to these organisations to enhance their key business priorities such as such as IT strategy and architecture, project management and fully managed IT services.

We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approach to when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life – helping you achieve a great work life balance.

Cantium Business Solutions is part of Commercial Services Group (CSG) is one of the largest providers of public sector and education procurement and support services globally, with revenues of c£600M, 1,800 staff across 25 trading brands, providing services ranging from: HR Services, IT Services, Energy, Education Resources, Procurement and many more.

Wholly owned by Kent County Council, CSG supports over 15,000 customers in 86 countries and collaborates with a supply chain of c1,000 suppliers.