IT Support SME

In this IT Support SME role, you ensure dependable, customer-focused technical support across the business, handling advanced troubleshooting, incident resolution and knowledge management. You will act as a key escalation point to the third-party provider, delivering high-quality remote and desk-side support. You’ll work with cross-functional teams to monitor customer experience and triage issues within SLAs. This role supports Howden’s global operations from multiple UK locations with a strong emphasis on service excellence and stakeholder communication.

• flexible hours
• hybrid working
• reasonable adjustments

• Tier 1.5 & 2nd line support to Unisys team, mostly remote for global employees
• Monitor and remediate customer experience metrics (SDR/FCR/CSAT) with Unisys
• Communicate effectively across teams to triage and resolve IT issues within SLA/Priority
• Own knowledge management; create and review SME KB articles
• Provide executive user support to key stakeholders and senior management
• Manage escalated incidents/requests via ServiceNow
• Perform advanced IT troubleshooting and analytical triage
• Own unresolved issues and delegate tasks to relevant technology teams
• Escalate wider-impacting issues to SD Team Lead and Global Service Delivery Manager
• Conduct advanced network troubleshooting and root cause analysis
• Provide mobile device support (Apple & Android)
• Support Windows 11 and Microsoft products; Mac OS X support (not essential)
• Desk moves, desk-side support, ad-hoc requests; rota-based core hours 7am–7pm and after-hours 6pm–midnight; weekend/holiday opt-in
• Act as Major Incident contributor following MI process

• IT industry experience
• Microsoft Windows 10+
• Active Directory
• Office 365/Exchange/Mimecast
• Teams/Zoom/Collaboration tools
• ITIL Best Practice
• Remote Support Tools
• Incident/Request/Problem/Change Management
• Knowledge of administrative and clerical procedures
• Relevant professional IT qualifications
• ITIL Foundation V3/V4

• Excellent communication (written and verbal)
• customer-focused attitude
• team-oriented
• Advanced IT troubleshooting
• Network troubleshooting
• Mobile device support (Apple/Android)