Reporting Line: IT Service Delivery Manager
Travel Requirements: Occasional travel to UK office locations as required.
Work Pattern: Full Time, Permanent
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, 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 with knowledge of Condeco and Crestron technology
Knowledge and Experience
IT industry experience
Microsoft Windows 10+
Active Directory
ADMP
CoreView
Microsoft Exchange
Office365/2016+
Mimecast
Microsoft Teams
Zoom
SCCM
MS AutoPilot
MS CoPilot
ITIL Best Practice
Remote Support Tools
Incident, Request, Problem and Change Management
Knowledge of administrative and clerical procedures
Compliance and Regulatory Responsibilities
To remain compliant with FCA requirements at all times
To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
To share ideas, best practice and other information within the team
Ensure that own performance, HR and T&C records are up to date and meet the Company’s requirements
Maintain accurate records and deal with correspondence appropriately
Professional Qualifications
Relevant professional IT qualifications
ITIL Foundation V3/V4
What do we offer in return?
A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:
Our successes have all come from someone brave enough to try something new
We support each other in the small everyday moments and the bigger challenges
We are determined to make a positive difference at work and beyond
Reasonable adjustments
We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.
Permanent
