IS 1st Line Support Partner
Gosforth Park Way, Newcastle upon Tyne (Ref; 13/1161)
Permanent, Full Time (37.5 hpw)
£17,000 – £23,500 per annum
So who is Home Group?
We are one of the UK’s top provider’s affordable housing, as well as the UK’s largest provider of care and support services. With over 120,000 customers in 55,000 social, affordable and shared ownership properties across the UK, but many of our clients need more than a home and through our Stonham brand we work with almost 30,000 vulnerable people in over 500 supported housing, justice and health services each year.
We are a financially strong, social enterprise charity and for us to be able to deliver more for our customers and clients, financial strength is vital. We have a turnover of over £300m and assets valued on the open market in excess of £3b. Our surplus is growing us to enable us to grow too, to support the needs of future customers and clients
About the role
The overall objective of the role is to provide a single point of contact for users of IS services on a day to day basis. You will own and manage IS incidents and service requests, providing effective communication, in order to restore normal-state service operation to users as quickly as possible and deliver IS services at the agreed levels.
AsIS 1stLine Support Partner you willembrace change in an ever changing competitive environment and demonstrates an understanding of the psychology of change in large organisations. You will show commitment to the principles of continual service improvement (ITIL) as well as have a demonstrably high level of commitment to continuous improvement of self, processes and business efficiency.
Your daily responsibilities will be to escalate incidents and service requests that cannot be resolved according to defined escalation procedures and within agreed timescales. You will proactively keep users informed of progress of logged incidents and service requests and close all resolved incidents and service requests according to defined policies and procedures
Who we’re looking for
You will be able to demonstrate your knowledge of the organisations business areas, drivers, structure and priorities.
An understanding of how a large IS service desk which provides1stline IS support to 5000+ internal colleagues including hardware and software issues is desirable.
You should have strong typing skills to ensure quick and accurate entry of incidents and service requests.
Our values
At Home Group, we live by our values every day through our colleagues to provide a great service to our clients and customers. To be a success with us you’ll need to be
Accountable (Don’t pass the buck – own it!), Commercial (Spending wisely and working creatively), Caring (Looking after one another) and Energised (Having a positive, can-do approach)
What we’ll give you
Our ‘My home package’ includes competitive salaries, performance related pay, a contributory occupational money-purchase pension scheme with life assurance and long terms 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 and childcare vouchers.
Closing Date: 10th March 2014
Interview Date: 17th March 2014