# IT Support SME

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

**Apply**: https://hyperiongrp.wd3.myworkdayjobs.com/en-US/hyperion_external/job/Manchester---Howden-House/IT-Support-SME_R0020156?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/it-support-sme-c3790f13-a9f/

## 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.

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Microsoft Windows
- Active Directory
- ITIL Best Practice
- ServiceNow
- Microsoft Office

### Nice to have
- Apple devices
- Android devices
- Microsoft Teams
- Zoom
- Webex

---

Source: [Apply at hyperiongrp.wd3.myworkdayjobs.com](https://hyperiongrp.wd3.myworkdayjobs.com/en-US/hyperion_external/job/Manchester---Howden-House/IT-Support-SME_R0020156?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)