Information Technology Support Technician, IT Support

Howden; Glasgow; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Annual bonus

Life assurance 4x salary

Income protection up to 5 years

Private medical insurance

Job summary

Howden in Glasgow is seeking an experienced IT Support Technician for our hybrid office. You will deliver high-quality technical support across the organisation, resolve incidents and service requests promptly, and maintain accurate documentation while upholding agreed service levels.

You will collaborate with wider IT teams, support Microsoft 365 and Azure administration, and contribute to ITIL-aligned service management.

Qualifications

• Experience working within SLA targets.
• Experience using ITSM platforms (FreshService, ServiceNow or Jira Service Management).
• Experience in a structured IT support environment.

Responsibilities

• Deliver excellent IT support and customer service to colleagues across the business.
• Manage and resolve incidents and requests through the ITSM platform within agreed service levels.
• Diagnose and resolve hardware, software, networking and device issues; provide effective troubleshooting.

Skills

IT support

SLA targets

ITSM platforms

Microsoft 365 admin

Tools

FreshService

ServiceNow

Jira Service Management

PowerShell

Microsoft Azure

Microsoft 365

Job description

We have an exciting, permanent opportunity for an experienced IT Support Technician to join our Glasgow office (hybrid working).

You'll provide high-quality technical support and service delivery across the organisation, ensuring incidents and service requests are resolved efficiently and in line with agreed service levels. The role is responsible for supporting end users, maintaining IT systems and services, contributing to service management processes, and driving a positive customer experience through effective communication, problem-solving, and continuous improvement. As the IT Support Technician you will collaborate with wider IT teams, maintain accurate documentation, and help ensure the reliability, availability, and security of business technology services.

A snapshot of your day

• Deliver excellent IT support and customer service to colleagues across the business, communicating effectively with users, keeping them informed of progress, actions, and resolutions.
• Manage and resolve incidents, requests, and tasks through the IT Service Management platform within agreed service levels.
• Diagnose and resolve hardware, software, networking, Microsoft 365, and device-related issues through effective troubleshooting and technical analysis.
• Contribute to ITIL-aligned service management processes and continual service improvement.
• Monitor and maintain IT systems and services, identifying potential issues and taking proactive measures to minimise disruption.
• Assist with onboarding, offboarding, user account administration, access provisioning, and equipment deployment activities.
• Identify recurring issues, trends, and opportunities for service improvement, escalating concerns where appropriate.
• Support IT projects, system upgrades, office technology deployments, and technology improvement initiatives as required.

We would love to hear from you if you have:

• Experience working within SLA targets and ability to manage workload based on business impact and urgency.
• Experience using an ITSM platform such as FreshService, ServiceNow or Jira Service Management.
• Experience working in a structured IT support environment.
• Experience with Microsoft Azure and Microsoft 365 administration.
• Basic PowerShell scripting.
• Participation in service improvement initiatives.
• Experience identifying recurring issues and raising problem records.

What's in it for you:

• Competitive discretionary annual bonus.
• Core benefits including life assurance of four times salary, income protection for up to five years, and single private medical insurance cover.
• 25 days' annual leave, increasing to 27 days after five years' service.
• Access to the Howden flexible benefits programme, offering a wide range of benefits and discounts to support your wellbeing, family life and lifestyle.
• The opportunity to be part of a growing global business where career development, collaboration and innovation are encouraged.

Accessibility

If you require reasonable adjustments or want more information on accessibility, please let us know