Global IT Support SME - 2nd Line & Incident Resolution

Howden UK Brokers; Greater London; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

Howden is seeking an IT Support SME to provide advanced Tier 1.5 and 2nd line support, delivering remote and desk-side assistance across a global employee base. The role emphasizes customer experience, knowledge management, and major incident resolution.

Location is office-based in Milton Keynes, London, and Whitney with a 3 days per week office presence and occasional UK travel. Reporting to IT Service Delivery Manager, the role operates within a 7am–7pm rota and supports the third-party

Qualifications

• Excellent customer service with a can-do attitude.
• Clear and effective written and verbal communication.
• Ability to interact confidently with clients and colleagues.
• Strong teamwork and collaboration skills.
• Ability to work under pressure and manage multiple tasks.

Responsibilities

• Provide Tier 1.5 and 2nd line IT support to employees, remotely or desk-side.
• Monitor customer experience and drive remediation with Unisys to achieve high CSAT.
• Triaging, owning, and resolving IT incidents within SLA/Priority.
• Manage knowledge base ownership and regular updates.
• Support key stakeholders and senior management as an executive user.
• Utilise ServiceNow for incident, request, problem and change management.
• Advanced IT troubleshooting and root-cause analysis.

Skills

Customer service

Communication

Teamwork

Logical thinking

Interpersonal skills

Prioritisation

Problem solving

Adaptability

Proactive work

Mobile devices knowledge

Tools

Active Directory

Windows

Office 365

Microsoft Teams

Skype for Business

Zoom

Cisco Webex

Condeco

Crestron

ServiceNow

Job description

Howden is seeking an IT Support SME to provide advanced Tier 1.5 and 2nd line support, delivering remote and desk-side assistance across a global employee base. The role emphasizes customer experience, knowledge management, and major incident resolution.

Location is office-based in Milton Keynes, London, and Whitney with a 3 days per week office presence and occasional UK travel. Reporting to IT Service Delivery Manager, the role operates within a 7am–7pm rota and supports the third-party