IS 1st Line Support Partner

IS 1st Line Support Partner

Newcastle upon Tyne

Full Time 37.5 hpw, Fixed Term - 6 month contract

Starting Salary c£18,000, pa plus brilliant benefit

Supporting the business through technology and innovation. Thats 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. 

Weve got an excellent team foundation to build upon as our technical portfolio develops and expands; thats 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! Youll support our colleagues by resolving their requests and technical faults by applying your skills, knowledge and awesome customer service skills to find the solutions they need! Two of our team, Luke and James are swanning off for 6 months to lead on an exciting new project, which is where you come in, to cover their roles. Although its a fixed term post, other opportunities often arise, with our last colleague on a fixed term securing a permanent role. So you may find you end up with a longer term career with us than you had planned!

About our team

Youll be work in our fabulous team who are passionate about supporting our colleagues with their technical queries. To us were not just a team were a work family. Our manager Ryan Beadle is our 1st Line Support Team Leader who has been working at Home Group for 2 years now, and enjoys the satisfaction of providing a great colleague experience through our Service Desk, in-between spending his spare time day dreaming about which holiday destination to visit next. There are 12 of us in the team including our 3 great apprentices, and we dont just love to support our colleagues, were 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 has just moved on to join our 2nd line Support Team!

Colleague Quote

Dont just take our word for it, here is what Sam thinks about working for Home Group as a 1st Line Support Partner. €œHome Group has a fantastic and friendly working environment, with a supportive management team. Perks like an office Play Station and foodie Fridays€.

Working hours

As we support our brilliant colleagues, its 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. Youll play your part by working a variety of weekly shifts between these times and as part of that youll 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, skype, IM, and calls. The great news is that you can use this technology to work from home on a regular basis, but especially on our later shifts and weekends.  Its also important to us that youre in the office regularly too, so we can work collaboratively and share best practice amongst the team. The really important thing is, that we can be flexible for you to attend the important appointments in life, be it your childs school play, your partners graduation, or to get your new fridge delivered!

About you

Youre 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.

Youre 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. 

Youve got an analytical and systematic approach to solving issues and you can work in a fast paced technical support role.  Ideally youll 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 youve got a really good understanding of Service Requests, Microsoft MTA qualifications and Incident Management skills that would be totally awesome! Dont worry, we wont drop you in the deep end, we will help to you understand how things work here at Home Group!

Want to know more?

If youre not reading this advert on our careers pages, press the APPLY NOW button to access lots of useful stuff! Youll be able to download the 1st Line Support Partner Job Description , and find out more about Home Group. Weve also got some short films that show you what its like to work here, and we know youll want to find out more about our award winning benefits and rewards package!

To apply

Dont 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, weve also got some great templates to help you.

Youre unique!

Home Group play a big part in tackling prejudice and discrimination, not just for our customers, but colleagues too! You can be yourself here, because we value everything that makes you unique. So whatever your age, race, sexuality, disability, religion, or gender identity, we recognise and celebrate our differences. Together we make Home Group a great place to work!