Who are we?
Howden is a global insurance group with employee ownership at its heart. 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 24,000 employees spanning over 56 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.
The IT Support SME role is responsible for monitoring customer experience, supporting knowledge management and contributing to major incident resolution. The role combines strong technical troubleshooting, proactive ownership and excellent stakeholder communication to deliver a dependable and customer-focused IT support service.
The role provides 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 is responsible for resolving complex incidents and requests, delivering high-quality remote and desk-side support, and ensuring issues are triaged, owned and progressed within agreed service levels.
Location: Scotland (Perth). Office based 3 days per week.
Reporting Line: IT Service Delivery Manager
Travel Requirements: Occasional travel to UK office locations as required.
Work Pattern: Full Time, Permanen t
Key Responsibilities / Accountabilities
Tier 1.5 & 2nd line Support to the Unisys support team, predominantly remote support to our employees globally
Customer experience monitoring and remediation, working with Unisys to ensure high SDR/FCR/CSAT achieved
Excellent cross-team communications, ensuring IT issues that are not resolved in the first instance (Tier 1.5) are picked up, triaged and resolved within SLA/Priority
Knowledge Management, KB article ownership for SME’s and regular review/updates
Executive user support to key stakeholders and senior management.
Managing escalated Incidents and requests via our IT service management tool ServiceNow
Advanced IT troubleshooting skills, 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
Advanced network troubleshooting and root cause analysis
Advanced Mobile device support – Apple & Android technologies
Advanced Active Directory Users and Computer administration via appropriate platforms/tools
Advanced Windows 11 and Microsoft product support
MAC OS X support (not essential)
Participate in ad-hoc support requests, desk moves, desk side support
Supporting the 3rd party provider and employees in business core hours 7am to 7pm on a rota basis (Mon-Fri) office based
Supporting the 3rd party provider and employees outside of core business hours 6pm – Midnight on a rota basis (Mon-Fri) working from home
Supporting the business weekends & bank holidays on a rota basis (opt in or out)
Acting as a Major Incident contributor 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” attitude
Excellent communication skills, both written and verbal
The ability to interact confidently with clients and colleagues
The ability to work very well in a team environment
The ability to think logically
Strong interpersonal skills
Strong prioritisation skills and ability to follow process
Patience and empathy when dealing with customers and colleagues
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,…