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IT Support SME
Howden Insurance Brokers Limited. Monitor customer experience and support remediation activities with the third-party support provider .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing advanced IT support, including troubleshooting for Microsoft products, Active Directory, and mobile devices. Proficient in incident management and customer service, ensuring effective communication and resolution of complex issues.
Highest-signal resume keywords
Advanced IT SupportIncident ManagementMicrosoft Windows 10+ITIL Foundation V3/V4Customer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Active DirectoryMicrosoft ExchangeOffice 365/2016+Remote Support ToolsTroubleshootingRoot Cause AnalysisIncident ManagementProblem ManagementChange ManagementMobile Device Support
Soft Skills
Excellent Communication SkillsStrong Customer Service SkillsLogical ThinkingProblem-Solving SkillsInterpersonal Skills
Tools & Technologies
ServiceNowMicrosoft TeamsSkype for BusinessZoomWhatsAppCisco WebexCondecoCrestronSCCMMS AutoPilot
Certifications & Qualifications
ITIL Foundation V3/V4Relevant Professional IT Qualifications
Industry Keywords
IT Industry ExperienceData ProtectionFCA ComplianceRegulatory RequirementsCustomer Experience
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Monitor customer experience and support remediation activities with the third-party support provider
- Provide advanced Tier 1.5 and 2nd line support to the Unisys support team and global employees
- Resolve complex incidents and requests within agreed service levels and priorities
- Deliver remote and desk-side support, including ad-hoc support requests and desk moves
- Act as a technical escalation point for the third-party support provider and employees
- Own, triage, progress, and resolve unresolved issues
- Manage escalated incidents and requests using ServiceNow
- Maintain knowledge-base articles and conduct regular reviews and updates
- Provide executive user support to key stakeholders and senior management
- Perform advanced IT, network, mobile device, Active Directory, Windows, and Microsoft product troubleshooting
- Conduct root cause analysis
- Liaise with and delegate tasks to relevant technology teams
- Escalate wider-impacting issues to the SD Team Lead and Global Service Delivery Manager
- Support the third-party provider and employees during business core hours from 7am to 7pm on a Monday-Friday rota
- Support outside core hours from 6pm to midnight on a Monday-Friday rota while working from home
- Support weekends and bank holidays on an optional rota
- Contribute to major incident resolution by following the documented major incident process
- Maintain accurate performance, HR, terms and conditions records, and correspondence
Requirements
What you’ll need- IT industry experience
- Excellent written and verbal communication skills
- Strong customer service and stakeholder interaction skills
- Strong logical thinking, prioritisation, problem-solving, and interpersonal skills
- Ability to work proactively, under pressure, independently, and with minimal direction
- Understanding of mobile devices, including Apple smartphones and tablets
- Strong Microsoft Office and Windows background
- Familiarity with Microsoft Teams, Skype for Business, Zoom, WhatsApp, Cisco Webex, Condeco, and Crestron
- Knowledge of Microsoft Windows 10+, Active Directory, ADMP, CoreView, Microsoft Exchange, Office 365/2016+, Mimecast, Microsoft Teams, Zoom, SCCM, MS AutoPilot, MS CoPilot, ITIL best practice, remote support tools, and IT service management
- Knowledge of incident, request, problem, and change management
- Relevant professional IT qualifications
- ITIL Foundation V3/V4
- Ability to work office-based during core hours on a rota and from home outside core hours on a rota
- Compliance with FCA, data protection, money laundering, company policy, and regulatory requirements
Benefits
Comp & perks- Flexible hours or hybrid working may be accommodated as reasonable adjustments
- Software, IT, and office setup accommodations
- Career progression opportunities
- Work/life balance
- Sustainability and volunteering opportunities
- Diversity and inclusive workplace culture