Description
Howden is seeking an IT Support SME to join their team in Manchester. The successful candidate will provide 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 involves monitoring customer experience, supporting knowledge management, and contributing to major incident resolution. The ideal candidate will have strong technical troubleshooting skills, proactive ownership, and excellent stakeholder communication.
Key responsibilities include:
- Providing Tier 1.5 & 2nd line Support to the Unisys support team
- Monitoring and remediating customer experience issues
- Ensuring high-quality remote and desk-side support
- Managing escalated incidents and requests via ServiceNow
- Advanced IT troubleshooting and analytical triage
- Owning unresolved issues and liaising with technology teams
- Escalating wider-impacting support issues to SD Team Lead and Global Service Delivery Manager
- Participating in ad-hoc support requests, desk moves, and desk-side support
The role requires:
- IT industry experience
- Microsoft Windows 10+ expertise
- Active Directory knowledge
- ITIL Best Practice certification
- Excellent communication and interpersonal skills
- Ability to work proactively, under pressure, and independently
In return, Howden offers a career that you define, with opportunities for growth and development.
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