Senior IT Support Specialist — Hybrid & Incident Lead

London Insurance Life; Perth; Hybrid; GBP 34,000 - 46,000; Full time

Benefits offered by this job

Hybrid working

Flexible hours

Job summary

Howden, based in Scotland (Perth), seeks an IT Support SME to deliver advanced Tier 1.5 and 2nd line support, primarily remote, with some on-site activity. You’ll monitor customer experience, manage incidents, and contribute to knowledge management and major incident resolution.

The role requires strong communication, teamwork, and ITIL-based practices, with a mix of core hours and occasional after-hours support.

Qualifications

• Experience in IT service delivery and customer support.
• Familiarity with ITIL practices and incident management.
• Proven ability to communicate with stakeholders at all levels.

Responsibilities

• Provide Tier 1.5 and Tier 2nd line IT support remotely and desk-side.
• Monitor customer experience and ensure CSAT targets meet SLA.
• Manage incidents and requests via ServiceNow, escalating as needed.
• Support knowledge management and contribute to major incident resolution.
• Assist with office moves, desk-side support, and rotations for after-hours shifts.

Skills

Customer service mind

Excellent communication

Teamwork

Problem solving

Proactive

Education

ITIL Foundation V3/V4

Tools

ServiceNow

Windows 10+

Active Directory

Microsoft Teams

Zoom

Office 365

Job description

Howden, based in Scotland (Perth), seeks an IT Support SME to deliver advanced Tier 1.5 and 2nd line support, primarily remote, with some on-site activity. You’ll monitor customer experience, manage incidents, and contribute to knowledge management and major incident resolution.

The role requires strong communication, teamwork, and ITIL-based practices, with a mix of core hours and occasional after-hours support.