Who are we?

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 mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 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.

Job Role

IT Support SME – Milton Keynes

Department

IT

Line Manager

Head of Global IT Support/Service Desk Team Lead

Company

Howden Group Services

Role Definition

2nd Line IT Support Subject Matter Expert required to support 3rd party provider and Global office locations, UK, EMEM, APAC.

Key Responsibilities / Accountabilities

2nd line Support to the Unisys support team, predominantly remote and email-based support to our employees globally.Customer experience monitoring and remediation, working with Unisys to ensure high FCR/CSAT achieved.Excellent cross-team communications, ensuring IT issues that are not resolved in the first instance are picked up and triaged as a priority.Knowledge Management, KB article ownership for SME’s and regular review.Executive 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 teams.Escalating wider-impacting support issues to SD Team Lead and Head of IT Support where necessaryAdvanced network troubleshooting and root cause analysisAdvanced Mobile device support – Apple & Android technologiesAdvanced Active Directory Users and Computer administration via appropriate platforms (ADMP & CoreView)Advanced Windows 10, 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, on)Acting as a Major Incident owner during reported MI’s (following the documented MI process)

Skills and abilities needed to perform role

An 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 technology

Knowledge and Experience

IT 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 procedures

Compliance and Regulatory Responsibilities

To 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 appropriately

Professional Qualifications

Relevant 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 new

We support each other in the small everyday moments and the bigger challenges

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

Reasonable adjustments

We'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.

Fixed Term Contract (Fixed Term)