IT Support SME

TigerRisk Partners, LLC.; Manchester; Sur place; GBP 32 000 - 42 000; Plein temps

Résumé du poste

Howden in Manchester is seeking an IT Support SME to deliver advanced Tier 1.5 and 2nd line support. You will troubleshoot, triage and resolve incidents, monitor user experience and collaborate with Unisys and internal teams to maintain high service levels.

The role emphasizes proactive knowledge management, executive user support, and strong communication across locations. You will work in a full-time, office-based pattern with potential rota coverage during core and out-of-hours periods.

Qualifications

• IT support role requiring strong customer service and communication.
• Experience with Windows environments and ITIL practices.
• Familiarity with collaboration tools and remote support.

Responsabilités

• Tier 1.5/2nd line support for staff via remote and desk side.
• Monitor customer experience and escalate incidents per SLA.
• Maintain knowledge base and assist major incident resolution.
• Support third-party provider and internal users across UK and global teams.

Connaissances

Customer service

Excellent communication

Team collaboration

Problem solving

Prioritisation

Proactive attitude

Formation

ITIL Foundation v3/v4

Outils

Active Directory

Windows OS

Office 365

Mimecast

SCCM

MS AutoPilot

MS CoPilot

Description du poste

Who are we?Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.The IT Support SME role is responsible for monitoring customer experience, supporting knowledge management and contributing to major incident resolution. The role combines strong technical troubleshooting, proactive ownership and excellent stakeholder communication to deliver a dependable and customer-focused IT support service.The role provides advanced Tier 1.5 and 2nd line support, acting as a key technical escalation point for the third-party support provider and employees across the business. The role is responsible for resolving complex incidents and requests, delivering high-quality remote and desk-side support, and ensuring issues are triaged, owned and progressed within agreed service levels.Location: Manchester. Office based 3 days per week.Reporting Line: IT Service Delivery ManagerTravel Requirements: Occasional travel to UK office locations as required.Work Pattern: Full Time, PermanentKey Responsibilities / AccountabilitiesTier 1.5 & 2nd line Support to the Unisys support team, predominantly remote support to our employees globallyCustomer experience monitoring and remediation, working with Unisys to ensure high SDR/FCR/CSAT achievedExcellent cross-team communications, ensuring IT issues that are not resolved in the first instance (Tier 1.5) are picked up, triaged and resolved within SLA/PriorityKnowledge Management, KB article ownership for SME’s and regular review/updatesExecutive user support to key stakeholders and senior management.Managing escalated Incidents and requests via our IT service management tool ServiceNowAdvanced IT troubleshooting skills, and analytical triage/supportOwning unresolved Issues and liaising/delegating tasks to relevant technology teams.Escalating wider-impacting support issues to SD Team Lead and Global Service Delivery Manager where necessaryAdvanced network troubleshooting and root cause analysisAdvanced Mobile device support – Apple & Android technologiesAdvanced Active Directory Users and Computer administration via appropriate platforms/toolsAdvanced Windows 11 and Microsoft product supportMAC OS X support (not essential)Participate in ad-hoc support requests, desk moves, desk side supportSupporting the 3rd party provider and employees in business core hours 7am to 7pm on a rota basis (Mon-Fri) office basedSupporting the 3rd party provider and employees outside of core business hours 6pm – Midnight on a rota basis (Mon-Fri) working from homeSupporting the business weekends & bank holidays on a rota basis (opt in or out)Acting as a Major Incident contributor during reported MI’s (following the documented MI process)Skills and abilities needed to perform roleAn understanding of the importance of excellent customer service and a “can do” attitudeExcellent communication skills, both written and verbalThe ability to interact confidently with clients and colleaguesThe ability to work very well in a team environmentThe ability to think logicallyStrong interpersonal skillsStrong prioritisation skills and ability to follow processPatience and empathy when dealing with customers and colleaguesEffective problem solving skills based on clear reasoning and sound rationaleTactful, diplomatic and able to thrive in an ever-changing environmentAbility to work pro-actively, under pressure and independently with minimal directionA good understanding of mobile devices, such as Apple smartphones and tabletsStrong background in Microsoft OfficeStrong background in WindowsFamiliarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Skype for Business, Zoom, Whatsapp, Cisco Webex etc with knowledge of Condeco and Crestron technologyKnowledge and ExperienceIT industry experienceMicrosoft Windows 10+Active DirectoryADMPCoreViewMicrosoft ExchangeOffice365/2016+MimecastMicrosoft TeamsZoomSCCMMS AutoPilotMS CoPilotITIL Best PracticeRemote Support ToolsIncident, Request, Problem and Change ManagementKnowledge of administrative and clerical proceduresCompliance and Regulatory ResponsibilitiesTo remain compliant with FCA requirements at all timesTo obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.To share ideas, best practice and other information within the teamEnsure that own performance, HR and T&C records are up to date and meet the Company’s requirementsMaintain accurate records and deal with correspondence appropriatelyProfessional QualificationsRelevant professional IT qualificationsITIL Foundation V3/V4What do we offer in return?A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:Our successes have all come from someone brave enough to try something newWe support each other in the small everyday moments and the bigger challengesWe are determined to make a positive difference at work and beyondReasonable adjustmentsWe're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.Permanent