IT Support SME - Hybrid Desk/Remote Escalation Expert

Howden UK Brokers; Manchester; Hybrid; GBP 28,000 - 42,000; Full time

Job summary

Howden UK Brokers is seeking an IT Support SME in Manchester. The role delivers Tier 1.5 and 2nd line support, working with Unisys and internal teams to triage, diagnose and resolve incidents and requests.

You will monitor customer experience, contribute to knowledge management, and ensure SLA compliance. The role combines strong technical troubleshooting with proactive ownership and excellent stakeholder communication to provide a dependable, customer-focused IT support service.

Qualifications

• Customer-focused IT support with strong communication skills.
• Ability to triage and resolve incidents and requests within SLAs.
• Experience with Windows 10+ and mobile device support.
• Knowledge of AD, Exchange/Office 365 and remote support tools.
• Comfort collaborating with third-party providers and stakeholders.

Responsibilities

• Provide Tier 1.5 and Tier 2nd line IT support, remotely or desk-side.

Skills

Customer service

Communication

Team player

Problem solving

Proactive

Time management

Mobile devices

Windows 10+

Tools

ServiceNow

Active Directory

MS Office

Microsoft Teams

Zoom

SCCM

ITIL

Job description

Howden UK Brokers is seeking an IT Support SME in Manchester. The role delivers Tier 1.5 and 2nd line support, working with Unisys and internal teams to triage, diagnose and resolve incidents and requests.

You will monitor customer experience, contribute to knowledge management, and ensure SLA compliance. The role combines strong technical troubleshooting with proactive ownership and excellent stakeholder communication to provide a dependable, customer-focused IT support service.