Role: Helpdesk Engineer Salary: £26,000pa Location: Kings Hill/Hybrid Are you a motivated, passionate individual looking to take the next step in your career? Cantium, part of Commercial Services Group, is now looking for a Helpdesk Engineer to join the team, providing support and taking ownership of all Helpdesk duties across the group. Why Join CSG? CSG is striving to be recognised as the global leader in Education and Public Sector services, currently operating in 86 countries, with 1,800 staff across 33 trading brands, providing expertise ranging from HR Services, IT Services, Energy, Education Resources, Procurement, and more. Currently growing at a rate of 25% each year, CSG has expanded via an innovative buy and build model delivering an important mix of organic growth, acquisitions, and strategic joint venture partnerships. Therefore, it is an exciting and interesting time to join a growing organisation and be part of shaping the future of CSG. What You’ll Achieve: Provide expert technical support, ensuring that all helpdesk duties are handled effectively and efficiently, in line with Cantium’s KPIs and service level targets. Respond to support requests via inbound calls, live chat, emails, or in-person interactions, resolving incidents and requests as appropriate in accordance with Cantium’s service standards. Maintain detailed and accurate records of all incidents and requests, ensuring all steps taken towards resolution are well-documented and comply with Cantium’s incident management protocols. Stay current with trends in the IT industry to provide the best possible support and recommend improvements to processes and systems. Serve as an interface between users and service providers, including external commercial suppliers, ensuring that diagnostic information is provided and incidents are resolved efficiently. Troubleshoot and diagnose advanced IT problems, applying known solutions where applicable, and sharing this knowledge with the team to improve service quality and resolution times. Collaborate with other departments to support the company’s overall business goals, contributing to the company’s vision and success. Ensure that the company’s data and information are protected from unauthorised access, maintaining a high standard of security protocols. Support new team members through inductions, and contribute to knowledge sharing within the team, ensuring knowledge articles are kept up to date and new ones are created as needed. Liaise effectively with Incident Management and 3rd line teams to resolve tickets and further develop technical expertise. What We Offer: 25 days of annual leave, plus bank holidays An additional day off at Christmas Access to a generous discount scheme, including retail and gym memberships Life assurance coverage Health cash plan initiative Company-wide events What We Require: Excellent communication skills, with the ability to clearly explain technical issues to non-technical users and offer effective solutions. Experience in diagnosing and resolving technical issues, as well as providing advice on systems, products, and services available. Proactive problem-solving skills with the ability to manage multiple tasks simultaneously, while maintaining high standards of service delivery. Familiarity with IT service management tools, incident management, and ticketing systems, ensuring that all incidents are documented and managed efficiently. Strong understanding of IT infrastructure, including hardware, software, networking, and security protocols. Ability to work in a fast-paced, dynamic environment, managing competing priorities while keeping a positive and professional attitude. Strong team player who actively shares knowledge and contributes to the growth and development of the team. About Commercial Services Group: Commercial Services Group (CSG) is the largest, local authority-owned trading company (LATCO) in the UK, wholly owned by Kent County Council. CSG generates over £800m in revenue per annum and provides services to over 16,000 education and public sector customers globally. About Cantium: 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 IT strategy, architecture, project management, and fully managed IT services