1st Line Support Partner

1st Line Support Partner

Newcastle upon Tyne

1 x Permanent and 1 x Fixed Term for 6 months

Full Time (37.5 hpw)

Salary c£20,000 pa, negotiable based on skills and experience, plus brilliant benefits

Supporting the business through technology and innovation. That’s when it hits home

As an IS team we are setting out to be more digitally focussed, using the latest technologies, whilst ensuring that our customers are at the heart of everything we do. Our strategy is set, our direction is clear. What comes next is to apply our skills and experience through brilliant team work to innovate, design, and implement systems that deliver real business value.

We’ve got an excellent team foundation to build upon as our technical portfolio develops and expands; that’s where you come in.

If you love solving technical problems and thrive on sharing your knowhow to benefit others, then join our 1st Line Support team here at Home Group! You’ll support our colleagues by resolving their requests and technical faults by applying your knowledge and awesome customer service skills to find the solutions they need!

About you

You’re a great communicator and able to communicate with a wide range of different colleagues across the business in both technical and non-techy language. You also get how important it is to treat each colleague in the same way, getting to your next interaction as promptly as possible, so that queries are resolved quickly.

You’re always looking for ways to improve your knowledge, developing your skills all the time. You thrive on solving problems and really own this in every contact with your colleagues, quickly adapting to new situations and tackling issues head on. You love being a part of a team, and work with your colleagues to share knowledge, experience, and best practice, as well as supporting our new and emerging technologies.

You’ve got an analytical and systematic approach to solving issues and you can work in a fast-paced technical support role. Ideally, you’ll be familiar with working in a Service Desk environment and have the ITIL V3 Foundation Certificate. If you also have experience of working in a large IS service operations and you’ve got a really good understanding of Service Requests, Microsoft MTA qualifications and Incident Management skills that would be awesome! Don’t worry, we won’t drop you in the deep end, we will help to you understand how things work here at Home Group!

About our team

You’ll be work in our fabulous team who are passionate about supporting our colleagues with their technical queries. To us were not just a team we’re a ‘work family’. Our manager Michelle has been at Home Group for over 3 years now having started in our transition team. Michelle loves providing a great colleague experience through our Service Desk. Outside of work Michelle enjoys chilling in the garden with a cold cider or planning her next art project!   There are 16 of us in the team and we don’t just love to support our colleagues, we’re there for each other too!

Our 1st Line Support Desk are the entry point to the wider IS department here at Home Group, and many have started their careers here. Just like Don, who has progressed his career in just a few years since joining us as a hardware technician apprentice!  Through hard work, and with our support and development planning he has progressed to our 1st line team and then moved on to join our 2nd line Support Team!

Where and when you’ll work

As we support our brilliant colleagues, it’s important to us to be available when they need us, this means that we work a shift pattern between 7am – 8 pm weekdays and from 8am – noon on Saturdays. You’ll play your part by working a variety of weekly shifts between these times and as part of that you’ll work one week of lates and one weekend in every 6 weeks (when there are more of us, this is less often!)

Our colleagues get in touch using a variety of technology such as emails, chat, IM, and calls. The great news is that we have used this technology to great effect when working from home in the past year and used to when covering our later shifts and weekends.

When we’re fully allowed to again, we may need to get together occasionally in our Gosforth head office, to work collaboratively, for meetings or to share best practice.

The important thing is, that we can be flexible for you to attend the important appointments in life, be it your child’s school play, your partner’s graduation, or to get your new fridge delivered!

Want to know more?

If you’re not reading this advert on our careers pages, press the APPLY NOW button to access lots of useful stuff! You’ll be able to download the 1st Line Support Partner Job Description or IS department info pack and and find out more about Home Group. We’ve also got some short films that show you what it’s like to work here, and we know you’ll want to find out more about our award winning benefits and rewards! 

To apply 

Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter (this will help us learn more about you!). If you need them, we’ve also got some great templates to help you.  

Be yourself at Home 

Home Group is committed to tackling prejudice and discrimination, not just for our customers, but for our colleagues too! We’re super proud of our internal Diversity Networks and allies (Multicultural, LGBTQIA+ and Disability) which support colleagues from different backgrounds to be their true selves. We recognise and celebrate our differences, together we make Home Group a great place to work!