Recruitment Pack Next Step!

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1 Recruitment Pack Next Step! Role: ICT Service Desk Analyst Location: Birchwood, Warrington Salary: 25,600-32,160 per annum Contract term: Fixed term contract for 6 months Closing date for applications: Monday 25 January 2016 Vacancy reference no: 1368

2 Dear Candidate Thank you for your interest in working with Your Housing Group. We hope this Recruitment Pack will help you to understand why this is a challenging and rewarding place to work and how we can help you to develop your skills and your career with us. Our mission is transforming your lives and your communities and our people are at the heart of helping us to achieve this. When people join us we want to encourage them to develop and grow their skills and knowledge with us, ensuring they are inspired to be the best they can be from the moment they join us, to feel proud to be part of Your Housing Group and excited about their future working here as part of the Team. We have included some information in this pack which will explain a little more about Your Housing Group, the role we are recruiting to, the support we will give to you in your role if you join us and how you will be rewarded. We hope this will encourage you to take Your Next Step and express an interest in joining us. If you would like more information about us, and the achievements and talents of those who already work with us, you can access this via our website /careers In the meantime, we look forward to hearing from you and may I wish you every success with your application. Kind regards Recruitment Team

3 Role Profile JOB PURPOSE: To work as part of a Technical ICT Service Desk providing an efficient and effective support function and providing a signal point of contact for all IT related issues and requests for YHG customers. To provide excellent customer service skills and have an enthusiastic approach when providing support. KEY RESPONSIBILITIES COMPETENCIES 1. To carry out incident management processes ensuring all requests made to ICT for advice and support from whatever source are logged, prioritised, categorised and progressed to resolution in line with the service level agreements and operational level agreements whilst providing high levels of customer service. 2. To ensure that appropriate support documentation is maintained and that the ICT support knowledge base is appropriately populated and administered and clear concise documents are regularly created in line with the changes in technology, policies and procedures. 3. To manage and prioritise your own workload whilst managing large call volumes of remote support, desk-side support, telephone support and support. Business Focus & Direction Results Focus Working with Others Relationship Management Team Work Creating Solutions Problem Solving and Decision Making Contributing Specialist Expertise Customer Excellence Responsibility & Ownership Customer Excellence Flexibility 4. To perform technical comprehensive daily checks to ensure the YHG Infrastructure is stable and reliable and ensure that backup tapes are in place at the data centre. 5. To perform sites visits to carry out desk-side support at all YHG regional offices. 6. To transport YHG equipment to and from all regional offices to assist with upgrades, training room setup and incident resolutions. 7. To visit YHG regional offices to carry out regularly scheduled Asset Audits to ensure that the YHG Configuration Management Database is maintained and accurate at all times. 8. To investigate, troubleshoot and support a Thin

4 Client environment, carry out hardware support and maintenance and carry out user administration using a variety of Technologies. 9. To provide innovative ideas and smarter ways of resolving customers incidents and requests. 10. Ensure that ICT deliver first class support services to satisfy the needs of our customers (internal & external) by being part of an extended hours support service. KNOWLEDGE/ SKILLS/ EXPERIENCE Education/ Qualifications: Good general level of education. Knowledge: Citrix, XenApp, XenDesktop, Citrix Delivery Console, Citrix Desktop Studio, Citrix XenServer, Acronis True Image, Windows Group and Citrix Policies, Active Directory, Exchange, Hyper V (Virtualisation), Microsoft provisioning services console, Microsoft Windows, Microsoft Office, DNS, DHCP, Basic scripts, Active Directory Phones systems: Avaya/BT BCM/Cisco/Toshiba ITIL Foundation V3 Experience: Experience of providing 1 st and 2 nd Line Support on a Technical Service Desk (minimum 1 Year) Networking/Patching/IP Addressing/DNS/DHCP/Broadband Troubleshooting Experience in supporting a Citrix XenApp Server Desktop environment and a Citrix XenDesktop Environment Experience in carrying out telephone switch administration Experience in using remote tool technologies to carry out remote support Ability to configure and support IPhone, IPad, Blackberry and Smart phone devices Ability to image and create images using disk imaging software Experience in carrying out multiple site visits providing a variety of resolutions is one day Experience in using Service Desk management software for managing incident, change and problem management/resolutions Skills: First class customer service skills, ability to build and maintain positive relationships with others at all levels of the organisation, exceptional communication skills, good listening skills, good written skills, questioning skills, problem solving skills, time management and personal organisational skills. Attributes: Dependable, flexible, reliable, self-motivated, innovative, calm under pressure, organised, adapts easily, quick leaner, accepts personal accountability, customer service ethos and follows polices, procedures and guidelines.

5 ADDITIONAL ROLE INFORMATION: Context/Environment: YHG supports 1,200 internal customers with high expectations of ICT spread across 130 locations. The challenge is to deliver a world class ICT support and development function enabling YHG to grow and mature with technology and information at its core. Customer service is a key feature along with a proactive approach to problem resolution. It is essential to the success of YHG that ICT deliver secure, robust and readily available systems to all it s users, management and residents (as necessary). Working Relationships: Establishing a positive relationship with partners, contractors and suppliers Ability to support residents and board members as necessary Establishing positive working relationships with all departments and teams of YHG. Establishing a solid supported and innovative ICT Service Desk Team Ability to work excellently within a team and individually Additional Information Ideally able to carry 25kg Provide an extended hours support service as a team, covering the times required to support the business needs Provide an out of hours maintenance and implementation service when required

6 Rewards Our people are integral to our success, so we offer a total reward package which recognises your contribution and which is competitive across the sector. Our standard benefits package and our flexible benefits allow you to shape benefits to suit your lifestyle. Learning passport for your role Annual leave of 22 days plus Bank Holidays with an additional 1 day for every completed 2 years service 3 days discretionary holiday at Christmas Contributory Pension Scheme Healthcare Cash Plan Family-friendly entitlements Maternity, paternity and adoption leave benefits Dependent on your role you may benefit from: Essential car user allowance We also offer a range of flexible benefits: The opportunity to buy and sell holidays Salary sacrifice car scheme Childcare voucher scheme Cycle to work scheme Savings club The opportunity to pay for additional healthcare cover Access to a range of discounts from well-known providers

7 Development As part of your journey with us an induction plan will support you, not only in your first few days but also in your on-going time with us. It will help you find some key information to navigate your way around and quickly learn about our promises to you and what we expect in return. We want to encourage our people to develop and grow their skills and knowledge, to ensure they are inspired and enjoy being part of a team and are proud to be working for Your Housing Group. Whatever your role we have specific learning and development to support you on an on-going basis and are proud to have achieved our award of Gold Status accreditation from the Investors in People (IiP) framework. We also offer corporate training for new starters to ensure we inspire you to be the best you can be from the moment you join us.

8 Our Values We have three core values which underpin our vision to transform lives and communities. These values are embedded in everything we do and show our employees and customers what we are all about and how we do things at Your Housing Group.

9 Housing Group Your Housing Group is one of the UK s largest social housing providers with over 33,000 homes across the North West, Yorkshire and the Midlands. As well as a wide range of homes for social and affordable rent, Your Housing Group also provides homes for sale and shared ownership as well as Extra Care housing, sheltered and supported accommodation for older people and young adults. What We Do We Manage Homes: The majority of our general needs housing is for affordable rent. We offer a range of homes from one to five bedroom houses and flats. This stock is managed by the regional communities team. We Sell Homes: We also have a mixture of different forms of home ownership or non-social housing ie market rent and keyworker/nhs stock. We also offer specialist housing for people over 55 to buy. We Support People: For those residents who require a little extra support, we provide sheltered, retirement living and supported accommodation for older people and younger adults. We Build Homes: Your Housing Group is leading the way in several areas of development. Private Finance Initiative (PFI) Joint Ventures Retirement Living Regeneration Affordable Housing With developments across the North West, Yorkshire and the Midlands Your Housing Group offers quality, affordable housing for a wide range of people. We Deliver Value for Money: Your Housing Group is wholly committed to optimising its assets, capabilities and resources in the pursuit of transforming communities and changing the lives of those we serve. We are a commercial business with a social heart. By focusing upon business effectiveness we drive value for money in everything that we do.

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