1st Line Support Partner

1st Line Support Partner

Newcastle upon Tyne

Full Time (37.5 hours per week)

Permanent

Starting Salary c£20,500 pa, plus great benefits

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

Due to an internal promotion, we're looking for our next service desk colleague to join our awesome 1st line team here at Home Group. Our service desk colleagues are a hugely appreciated support resource for our internal colleagues who need help with their technical issues.

**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 totally 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

**Where and when you'll do your job**

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)

The really 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

Oue head office is in Gosforth, Newcastle upon Tyne but we’ll be moving into the city centre of Newcastle within the next few months.

**About our team**

You’ll join 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 David has only been at Home Group 6 months now and knows just what it's like to join the team Outside of work David enjoys spending time with his 6-year-old son and their beaver scout group, and used to be a serious guitar player but has less time for his passion now

There are 9 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 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

**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.

**More about this job**

If you’re not reading this advert on our job 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, and find out more about Home Group. We’ve also got some short films that show you what it’s like to have a job here, and to find out more about our great benefits and rewards

**Work Locations***: Newcastle upon Tyne (Gosforth Park Way) 2 Gosforth Park Way Gosforth Business Park Newcastle upon Tyne NE12 8ET