Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 1st line IT support and maintain CAP's systems with a focus on excellent user experience.
- Company: Join CAP, a charity dedicated to poverty relief, embracing diversity and community representation.
- Benefits: Enjoy flexible work options, a supportive team culture, and opportunities for personal growth.
- Why this job: Be part of a passionate team using tech skills to make a real difference in people's lives.
- Qualifications: Experience in tech support, strong communication skills, and a keen interest in technology are essential.
- Other info: Engage in a Christ-centred culture and participate in charity initiatives while enjoying cake and tea.
The predicted salary is between 24000 - 36000 £ per year.
This job is Bradford Office based with the option to work from home 1 day per week
CAP celebrates the value of diversity and our aim is for our workforce to be as inclusive as possible as well as representing the communities we serve. With this in mind, we welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from candidates from black and ethnic minority backgrounds. We are committed to continue building an environment that embraces diversity and includes all.
Context
The technology team are an essential part of CAP\’s support services, trusted to enable CAP\’s critical, poverty-busting work for our UK head office, our national network of partner churches and our international operations. Our role is to develop strategic solutions that respond to the changing needs of CAP and seize the opportunities offered by the rapidly evolving technological landscape. Once systems are in use we provide ongoing development and generous support and training of CAP\’s head office staff and wider user community.
Purpose
The 1st Line IT Support Technician¿s function is to deliver technical support and maintain CAP¿s general systems, computer estate, related peripherals and telephone systems. This is a customer facing role, with the primary focus being on delivering an excellent, generous and compassionate service in terms of support, training and administration.
Passion
We are passionate about using our technical skills to provide the CAP family with generous IT support and excellent solutions that enable our staff to better serve our partner churches and clients.
Personality
We are an adaptable team operating in a fast-changing environment, who love technology and helping people do their jobs. We are dedicated and hardworking, fuelled by cake, biscuits and cups of tea.
This role reports to the Senior Service Desk Manager who in turn reports to the Head Of Technology. There are no people management responsibilities for this role.
- To deliver 1st line tech support and maintain a generous, compassionate and excellent user experience throughout our IT services, offering phone, email and in person assistance.
- Provide training on CAP\’s IT systems to users when needed.
- Produce clear and concise documentation for user training, FAQ\’s and for ongoing support requirements.
- Initiate, research and carry out IT equipment purchases as required, signed off by the tech leadership.
- Perform routine checking and maintenance of delegated systems to ensure correct administration and performance.
- Project management of occasional IT Service Desk initiatives & projects.
- Willingness to work outside of core hours as maintenance tasks dictate.
- To respond to IT incidents and participate in relevant incident reviews to identify improvements
Measurable Outputs:
- Achieve over 90% positive customer survey results on IT services / Support.
- Meeting agreed SLA for answering and responding to customer phone calls
- Meeting agreed service management SLAs
- Delivery of work to agreed timescale.
Culture:
- Clearly live out and embrace the cultural values of CAP.
- Clearly demonstrate a heart and passion for the charity.
Other Responsibilities Include:
- Being willing to pray with staff and be fully engaged with our Christ centred culture.
- To encourage friends, family and other contacts to support the charity through the Life Changer program, and other fundraising initiatives.
- Attendance at annual CAP staff conferences .
- Complete all compulsory CAP training within given timescales.
The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.
- A keen interest in Technology and a desire to improve and innovate
- Ability to adapt, research and learn new systems, methodologies and information quickly
- Ability to clearly communicate technical information
- Ability to interact with people of all levels of IT knowledge
- Ability to remain calm and professional in challenging situations
- Ability to work accurately, efficiently and with a high attention to detail
- Ability to work using own initiative
- Ability to communicate and work well as part of a team within the wider Technology department
- Ability to be resilient
- Ability to prioritise time and tasks
- Able to always present a confident and friendly telephone manner
- Able to cope well with interruptions
- Strong and proactive problem solving skills
- Knowledge of popular operating systems (macOS, ChromeOS, Windows, iOS, Android)
- Strong knowledge on procuring relevant IT equipment and negotiating with suppliers
- Excellent emotional intelligence with a primary desire to serve the customer (both internal and external)
- Excellent verbal and written communication skills
Experience:
Essential
- Experience in a technology customer-facing role.
- Experience with various technology platforms as well as a broad knowledge of communication technologies.
- Proven ability to fault-find and problem solve.
Desirable
- Experience of working in a Mac / Google networked computer environment.
- Experience of working as part of an IT support team or customer support team.
- Experience of working within SLA\’s.
- Experience of administering user access requirements to platforms
- GCSE grades A*-C (Maths & English), BTEC First Diploma, NVQ-2
- HND or equivalent vocational training
#J-18808-Ljbffr
1st Line IT Support Technician employer: Christians Against Poverty (CAP)
Contact Detail:
Christians Against Poverty (CAP) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Support Technician
✨Tip Number 1
Familiarise yourself with the specific technologies and systems mentioned in the job description, such as macOS, ChromeOS, and various communication technologies. This knowledge will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Prepare to showcase your customer service skills by thinking of examples where you've provided excellent support in previous roles. The ability to communicate technical information clearly is crucial, so practice explaining complex concepts in simple terms.
✨Tip Number 3
Research CAP's mission and values to understand their culture better. Being able to articulate how your personal values align with theirs, especially regarding their commitment to diversity and community support, can set you apart from other candidates.
✨Tip Number 4
Demonstrate your problem-solving skills by preparing for potential scenario-based questions. Think about common IT issues and how you would approach resolving them, as this will show your proactive attitude and readiness for the challenges of the role.
We think you need these skills to ace 1st Line IT Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and customer service. Emphasise any specific skills related to the technologies mentioned in the job description, such as knowledge of operating systems like macOS, Windows, and communication technologies.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for technology and helping others. Mention your adaptability and problem-solving skills, and how they align with CAP's mission of providing generous IT support.
Showcase Your Communication Skills: Since this role involves interacting with users of varying IT knowledge, demonstrate your ability to communicate technical information clearly. Include examples of how you've successfully trained or supported users in the past.
Highlight Your Commitment to Diversity: Given CAP's emphasis on diversity, mention any experiences or perspectives you bring that contribute to an inclusive environment. This could include working with diverse teams or understanding different community needs.
How to prepare for a job interview at Christians Against Poverty (CAP)
✨Show Your Passion for Technology
Make sure to express your enthusiasm for technology during the interview. Share examples of how you've used your technical skills to help others, as this role is all about providing generous IT support.
✨Demonstrate Excellent Communication Skills
Since this is a customer-facing role, it's crucial to showcase your ability to communicate technical information clearly. Practice explaining complex concepts in simple terms, and be ready to discuss how you would handle various customer interactions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to troubleshoot an IT issue or handle a difficult customer. Think through your approach and be ready to explain your thought process.
✨Emphasise Your Adaptability
The job requires working in a fast-changing environment, so highlight your adaptability. Share experiences where you've successfully learned new systems or adjusted to changes quickly, demonstrating your resilience and willingness to grow.
