Description
Howden is seeking an IT Support SME to join their team in Perth, Scotland. 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, predominantly remote support to employees globally
- Monitoring and remediating customer experience issues, working with Unisys to achieve high SDR/FCR/CSAT
- Ensuring excellent cross-team communications and resolving IT issues within SLA/Priority
- Managing knowledge management, including KB article ownership and regular review/updates
- Supporting executive users and senior management
- Managing escalated incidents and requests via ServiceNow
- Advanced IT troubleshooting and analytical triage/support
- Owning unresolved issues and liaising/delegating tasks to relevant technology teams
- Escalating wider-impacting support issues to SD Team Lead and Global Service Delivery Manager where necessary
The role requires advanced technical skills, including:
- Network troubleshooting and root cause analysis
- Mobile device support (Apple & Android)
- Active Directory Users and Computer administration
- Windows 11 and Microsoft product support
- MAC OS X support (not essential)
In return, Howden offers a career that you define, with a focus on diversity and inclusion. They provide reasonable adjustments to ensure that their positions align well with your needs.
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