Helpdesk Engineer

Overview

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.

Responsibilities

• Deliver technical support across multiple channels (calls, chat, email, 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.

About Cantium/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. Commercial Services Group (CSG) is the UK\’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions. We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies. CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

Benefits

• Salary of £24,310 per annum.
• 25 days annual leave.
• Life assurance cover (4x salary).
• Pension scheme with 4% employer contribution.
• Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme.
• Volunteer days and access to a comprehensive wellbeing programme.
• Tailored learning and development support with real opportunities to progress.