IT Support Technician

TN United Kingdom; Manchester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an IT Support Engineer to join its dynamic team. This role involves providing essential support to employees across the UK and Ireland, ensuring smooth IT operations and user satisfaction. The ideal candidate will thrive in a collaborative environment, focusing on customer service and problem-solving. With a commitment to employee growth and a culture that values diversity, this position offers a unique opportunity to make a real impact while developing a fulfilling career. Join a forward-thinking company that empowers its employees to drive positive change and innovation in the insurance industry.

Benefits

25 days holiday plus bank holidays

Life Assurance up to 4x salary

Income protection for up to 5 years

Contributory pension scheme

Healthcare Cashplan

Discounts on gym membership

Salary sacrifice schemes

Discounted personal health policies

Employee Assistance Programme

High-street retailer discounts

Qualifications

• Experience in providing IT support in a corporate environment.
• Ability to handle escalated support issues efficiently.

Responsibilities

• Provide escalated IT support for UK&I employees.
• Assist in the creation of new user accounts and setup.

Skills

IT Support

Customer Service

Analytical Skills

Collaboration

Problem-Solving

Education

Technical Degree or Equivalent

Tools

Ticketing Systems

Job description

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Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mind-set, and our strength lies in our ability to collaborate as a powerful international team comprised of 15,000 employees spanning over 100 countries.

Our people are our biggest asset as well as our largest shareholder group and are everything that makes us unique; our inclusive culture, the quality service we offer our clients, and our continued growth, all come from our people-first approach. There’s no such thing as individual success. We all need to play our part, contributing our skills and experience to make a true difference. That’s Howden.

Why work at Howden?

We have always been employee-owned and driven by entrepreneurial spirit. Right from the beginning, we've focused on employing talented individuals and empowering them to make a real difference to the company, whilst building successful and fulfilling careers at the same time. Simply put, we hire talented specialists and give them what they need to make a difference for clients. Always have, always will.

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 disappointed head-hunters for years. Whatever your priorities – work/life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

With a no limits approach, we can rise to any challenge. Whatever the question, the concern, or the risk, we can get the right people in a room and find the right answer. Our collective power is also helping us to change the insurance narrative – doing right by our clients while using insurance as a tool to build resilience for individuals, businesses and communities. From pro bono work to insuring COVID-19 vaccine development to de-risking the carbon market, we’re using our skills, knowledge, and networks to make a difference and speed positive change in the world around us.

We are actively looking for an IT Support Engineer to provide cross company support for escalated issues, user engagement and other IT support activities in a rapidly changing IT environment.

Responsibilities:

Escalated first line IT support for UK&I employees - logging and escalation of calls within the ticketing system and responding to tickets logged into the systems by end users.

Work with the IT Support Team Leader and the business to deliver excellent customer service, effective response times, to provide expert insight into general support issues and enforce quality of service guidelines.

Provide support with the development of internal IT procedures to the business.

Assistance in the creation of new user accounts, changes/leavers, associated setup’s and provide support to business users when setting up end user equipment.

Where applicable, provide support for legacy equipment not under contractual support with 3rd parties.

Where necessary, provide training to the end users when logging onto/accessing end user equipment for the first time via 1:1 sessions

Maintaining departmental documentation, including but not limited to, asset management, user guides and processes

Dealing efficiently and effectively with colleagues and third parties - keeping accurate and complete records.

Provision of corporate mobile devices and contract porting and support.

Maintain an awareness of Information Security practices, reporting issues and concerns to the IT Support Team Leader.

Requirement to travel to various site locations across UK&I to support colleagues, and transport equipment as and when required

To Succeed in this role, you will be:

Customer Focused - Develops mutually beneficial, trusting long-term relationships with customers and stakeholders.

Analytical and comfortable decision-making - Makes good decisions based on sound analysis despite incomplete or conflicting data. Involves people appropriately in decision-making and communicates the rationale for decisions.

Proactive - Ability to challenge status quo, present ideas, position new approaches to the business and IT.

Collaboration - Develops cooperation and teamwork while participating in a group, working toward solutions which generally benefit all involved parties. Shares information and own expertise with other to enable them to accomplish common goals.

Building Relationships - Understanding the internal and external networks and building lasting relationships with colleagues, customers, and suppliers.

Teamwork – Works with others to achieve a common vision. Participating actively, sharing responsibility and rewards, contributing to the overall capability of the team.

Rewards:

We believe that great work and dedication should be rewarded, that’s why we offer:

25 days holiday (plus bank holidays), pro-rated for part year service

A set of core benefits, designed with your health and financial protection in mind:

Life Assurance up to 4x salary, protecting your loved ones in case the worst should happen

Income protection, guaranteeing an income for up to 5 years in the event of an illness or injury

Contributory pension scheme – 4% employer contribution and 5% employee contribution, rising to 5% & 5% in April 2025

Access to a Healthcare Cashplan, which gives you access to a variety of health related benefits

Access to a host of lifestyle and financial benefits that you can choose from:

Discounts on gym membership across the UK

Salary sacrifice schemes – Travel Insurance, Cycle to Work, Car leasing, Technology purchase

Access to discounted personal health policies – Critical illness, private medical, dental plans

A range of insurance products available commission free, including home, motor, travel and specialist vehicles

Access to hundreds of high-street retailer discounts

Employee Assistance Programme (EAP) to support employees outside of work

Who we’re looking for

At Howden we value diversity - there is no one Howden ‘personality 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 new

We support each other,in the smalleveryday moments and the bigger challenges

We are determined to make a positive difference, at work and beyond

What do we offer in return?

A career that you define.

Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society’s greatest challenges.

And we know that separate home and work lives don't really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work – and vice versa. That's why we do our best to support our people in every aspect of their lives.

Diversity and Inclusion

At Howden, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect – regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances.

Our sustainability promise

We’re on a life-long journey to become an ever-more sustainable group. It's a commitment to taking care of our people and the world we live in, to doing good business, and to making a positive impact wherever we can. Our governance processes, company policies, and review systems are all geared towards our goal of making a positive impact in the world. You can read more about our sustainability work here.

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