Who We Are

Fedcap Employment (part of The Fedcap Group) is a not-for-profit organisation delivering employability solutions across a range of UK contracts through a blend of local frontline professional teams. Our services are more vital than ever before to individuals and their wider communities as we tackle unemployment rates and community engagement head on.

Our Vision

A world where people believe in themselves.

Our Mission

To improve people’s economic wellbeing.

Our Values

Kindness: Be KIND to each other, treat all those around you the way you would like to be treated.
Respect: Always be RESPECTFUL to each other, our customers, partners, stakeholders, and funders – we are dedicated to exceptional service.
Integrity: Act with INTEGRITY – always be open and honest in our dealings with all people and stakeholders.
Innovation: Be INNOVATIVE – always try to do things better, to look for new solutions that improve our services to customers

Your Role

To deliver a wide range of IT support services and excellent technical support with outstanding customer service, satisfaction, and timeliness. This post has frequent contact with internal customers (end users) and peers.

Location: Middlesbrough 

Salary: £24,000-£30,000

Your Responsibilities

Supporting staff dispersed across the UK.  Providing limited support and assistance to staff of subcontracted organisations systems, including client device management, desktop support, and application support. A strong customer service advocate, be highly motivated and be passionate about delivering an outstanding service Using your analytical and problem-solving skills with the ability to troubleshoot and diagnose problems. Managing multiple incidents/priorities in a calm and efficient manner. Excellent written and verbal communication skills with a professional and confident telephone manner. Answering telephone to take support calls. Responding to emails from our people and managing incidents via our call management solution. Providing initial diagnosis of symptoms and provide support for products unique to the location or business group within a specific location. Logging of any action taken to resolve incidents. Using available technology to resolve issues including telephone, remote control, knowledge base etc. Escalating calls where necessary to the appropriate internal or external team. Participating in IT performance reviews, following defined staffing schedule and to defined Service Level Agreements (SLA). Occasional travel to sites for network and site support.

Your Skills and Experience

Experience

Experienced in providing technical problem analysis and resolution of client issues Proficient in Microsoft Office 365 suite of products Knowledgeable of Windows 10/11, O365 administration, Networks and Printer support Excellent in telephone and interpersonal communication. Customer orientated with time management skills. ITIL certification (V3 or V4) an advantage but not essential. Able to demonstrate extensive experience in a similar role. Able to install and configure computer hardware, software, systems, networks, printers and scanners. Able to provide training on IT Systems.

Key Competencies

Customer focus Teamwork Relationship building Results orientated Analytical thinker Planning and organising

Here’s what makes Fedcap a rewarding career

A real opportunity to make a genuine social difference An inclusive and supportive culture Learning and development opportunities to help you grow from day one (including a two-week induction and the opportunity of an Institute of Employability Professionals (IEP) qualification for all employees) Competitive benchmarked salary plus additional bonus and recognition schemes £500 a year to spend with your choice of over 900 retailers Pension 5% matched and free life cover (4 x salary) Health and wellbeing support with an internal Wellbeing Team and our Employee Assistance Programme (including 24/7 telephone support, counselling, legal and financial information, mindfulness, digital gym) Supporting your work/ life fit through a range of flexible working options, 33 days annual leave, buy/ sell holiday scheme, no bank holiday or weekend working! Family friendly policies including enhanced maternity and paternity pay A cycle to work scheme that is open all year long! Laptop and mobile phone for every employee!

Additional information 

Equality, Diversity, and Inclusion

Fedcap Employment is committed to applying equal opportunities at all stages of recruitment and selection, in line with its Equality, Diversity and Inclusion policy in addition to our duty under the Equality Act 2010 to have due regard to the need to eliminate discrimination; to advance equality of opportunity.

Disability Confident Employer

Fedcap is a recognised Disability Confident Leader with commitments to aim to recruit, retain and develop disabled people within the company. We encourage applications from people with disabilities and will offer to support with reasonable adjustments where required. 

Veterans and Service Personnel

Fedcap is positive about employing veterans and service personnel spouses or family members as part of our commitment to upholding principles of the Armed Forces Covenant.

Advert expiry: If you are interested in the position we recommend applying at your earliest convenience. Fedcap reserves the right to withdraw a job advertisement at any time.