Job Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central 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.RequirementsThis opening exists in the Civica Central Government business Unit. The role will involve working on managed services for systems Civica has made for UK Government customers.Working in an ITIL environment, you will report to the Support Manager, as part of the Applications Support Team for Central Government. You will provide client satisfaction by expertly managing incidents, service requests, problems and changes reported to the Civica Applications Support team by telephone, email or the self service support portal, or direct from an IT system, from the initial logging stage through to closure within the specified Service Level Agreement (SLA). Where possible, you will be responsible for an incident’s resolution (with suitable training/guidance).Must have:Customer service / Service Desk ticket management experience.Standard working times will include 37.5 hours per week, worked between the hours of 8am-8pm weekdays (including bank holidays except Xmas day, with Time Off in Lieu) and 8am-2pm Saturdays, as part of a rota delivered by a minimum of 2 peoplePrepared to work outside normal working hours (including 24/7 on-call, if required) as part of a rota and shift work (compensated).Excellent written and verbal communicationComfortable with the Microsoft Office Suite (Outlook / Excel mainly)Commitment to produce high-quality work to agreed deadlines.Good attention to detail.Ability to work effectively as an individual and as part of a team.Reasonable understanding of IT concepts and practice.An interest in IT and technologyEligible for SC and NPPV3 Security ClearanceAttitude:Strong customer service ethosSelf-motivated, flexible, agile, adaptablePro-active and positive approach to all tasksEnthusiastic and energeticConsistently demonstrates the Civica valuesBenefitsEmployee 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 benefitsRewards 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 creating an outstanding employee experience.Financial Times - Diversity Leader 2023: We’re committed to maintaining an inclusive and supportive culture.Australian Business Awards – Employer of choiceTop 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.Civica
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