IS 1st Line Support Partner

Home Group Ltd
Newcastle Upon Tyne
£18000 - £25500
04 Oct 2017
05 Nov 2017
Contract Type
Full Time

IS 1^st Line Support Partner


Gosforth Business Park - Newcastle upon Tyne

Full Time 37.5 hrs

Salary £18,000 to £25,500 per annum

Make a career choice that counts

We are on a journey as an organisation. A journey to become more digitally focussed, hyper efficient and disruptors across the sectors in which we operate. Our strategy is set, our direction is clear, what comes next is what we love the most, applying our skills and experience to innovate, design, implement and support information systems that deliver real business value, improve the way we operate and give us the competitive edge to do great things for all the right reasons!

The organisation needs an incredible IS team in order to deliver on our strategy and we’re aiming high ourselves. We’ve got a great team foundation to build upon but we still need more awesomeness, which is where you come in…

We are seeking to grow our 1st Line Team to join our existing 1st Line Support Partners within our IS Service Desk. An exciting time lies ahead as some of our team members have been promoted into new roles within our new IS structure as part of Home Groups commitment to our colleagues’ development.

Our 1st Line Support Partners are the 1st point of contact for all our 3000+ colleagues and tackle a wide variety of support from our newly launched Surface Pro equipment to help and assistance for the variety of new systems and application that drive our colleagues to provide exceptional customer experience.

With our new strategy and aim to provide 90% of our customer services digital it is a truly exciting time ahead and we need keen individuals like you to help support our colleagues.

Joining a diverse team like our 1st Line Support Team that come from a wide variety of backgrounds, from teaching assistants to computer graphic designers and PlayStation/Xbox gamers. Our team really do have the edge and love our 'Family Takeaway Fridays'. They also truly deliver a brilliant “Colleagues 1^st” service.

The 2nd Line Team are part of Lisa Newton’s Service Desk. Lisa has been with Home group for 11 years and is a huge Top Gear fan, loves a good romcom and her dog Poppy! She is excited to drive the Service Desk of the future and has on a focus on developing people to spread their wings and grow. Supporting Lisa is April our fabulous 1^st Line Team Leader. April has a wealth of business knowledge and passion for all thing pooch, it turns out she is as great at nurturing her team, as she is her pets!

So if you want to help shape a new function, do awesome things in a brilliant team and work for an organisation that really makes a difference and enjoy everything to do with technology … join us at Home Group.

Where you work

We have invested heavily in our IT infrastructure to allow us to work in an agile way which will soon allow our team to work much more flexibly, which we believe will allow our Service Desk team to work away from our main cosy comfy office in Newcastle and move towards home working and working a lot more closer with our colleagues in our regional offices.

A bit about you

You are a great communicator and are able to demonstrate effective communication with a wide variety of different colleagues across our large organisation, you seek out opportunities for improvements, developing all the time to improve your knowledge and skills. You thrive in problem solving and show accountability in every contact with our colleagues. You can quickly adapt to new situations and are able to tackle issues head on. You thrive on working as part of a team and actively engage with you peers to better share knowledge and experiences to address business challenges with new and emerging technologies.

You demonstrate an analytical and systematic approach to issue resolution, taking the initiative in identifying and negotiating appropriate personal development opportunities. As a brilliant communicator you have a customer focused approach, and recognise the department’s role as a service provider to the business. You ensure that a high quality service is underpinned by timely, appropriate and accurate communications.

You are a natural at working with your stakeholders, you also thrive on keeping up to date and developments within your industry, and ensure issues are resolved to the benefit of your customers.

Technically, we are seeking new colleague who can demonstrate working in a fast paced technical support role however we appreciate that you might have the some great transferrable skills and the desire to work towards getting certified. Amongst some of the skills we are looking for are, a familiarity of working on a Service Desk is a must along with the ITIL V3 Foundation Certificate, an experience in IS service operations within a large enterprise, and a really good understanding of Service Requests and Incident Management.

Please note you will need to have a Basic Check under the Disclosure and Barring Service which we will pay for.

What’s on offer?

You’ll be equipped to work in our high tech organisation in an agile fashion with the latest IT kit which includes you being issued with a surface pro tablet.

We’re know that you will thrive here, challenging your own ambitions with our fantastic career opportunities. You’ll also be impressed with our award winning rewards and benefits package which includes: competitive salaries, performance related pay, a contributory occupational money-purchase pension scheme with life assurance and long term disability insurance, 25 days paid holiday a year rising by 1 day per year up to 30 days, with the ability to purchase an extra 5 days, salary sacrifice schemes including cycle, car, technology and childcare vouchers, heavily discounted AA membership, gyms and savings on high street stores, holidays and restaurants amongst many others.

Aren’t we the lucky ones? To top this of, we also have a full recognition scheme including an annual Home Stars Award Ceremony – will you be our next Star?

A bit about us

We are Home Group. We are proud of being one of the most IT savvy Housing Organisation in the UK. To learn more about our history and the future our strategy will help us build click here

Make yourself at Home

We have a big role to play in tackling prejudice and discrimination. We want you to be yourself at Home Group and we value everything that makes you unique. We recognise and celebrate your differences and together we make Home Group a special and great place to live and to work.

The job for you?

Great, all you need to do now is upload a covering letter and your CV. If you would prefer to have a chat about the roles first, then contact us on our Home Group Careers Facebook page. Please have a look at the Job description here

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