# IT Support SME

**Company**: Howden
**Location**: London
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Insurance

**Apply**: https://hyperiongrp.wd3.myworkdayjobs.com/en-US/hyperion_external/job/London/IT-Support-SME_R0020154?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/it-support-sme-911429c0-bef/

## Description

Howden is seeking an IT Support SME to monitor customer experience, support knowledge management, and contribute to major incident resolution. 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.

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 ensure high SDR/FCR/CSAT achieved

- 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 ideal candidate will have:

- An understanding of the importance of excellent customer service and a “can do” attitude

- Excellent communication skills, both written and verbal

- The ability to interact confidently with clients and colleagues

- Strong interpersonal skills

- Strong prioritisation skills and ability to follow process

- Effective problem-solving skills based on clear reasoning and sound rationale

- Tactful, diplomatic, and able to thrive in an ever-changing environment

- Ability to work pro-actively, under pressure, and independently with minimal direction

- A good understanding of mobile devices, such as Apple smartphones and tablets

- Strong background in Microsoft Office

- Strong background in Windows

- Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Skype for Business, Zoom, Whatsapp, Cisco Webex etc.

In return, Howden offers a career that you define, with a focus on diversity and individual values.

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## Skills

### Required
- Microsoft Windows
- Active Directory
- Microsoft Exchange
- Office365
- Microsoft Teams
- Zoom
- ITIL Best Practice
- Remote Support Tools
- Incident, Request, Problem and Change Management

### Nice to have
- Apple smartphones and tablets
- Web conferencing and collaboration tools
- Condeco and Crestron technology

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Source: [Apply at hyperiongrp.wd3.myworkdayjobs.com](https://hyperiongrp.wd3.myworkdayjobs.com/en-US/hyperion_external/job/London/IT-Support-SME_R0020154?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)