{"id":3870211,"url":"https://alion.io/job/howden-it-support-sme","title":"IT Support SME","company":{"id":708547,"name":"Howden","domain":"howdengroup.com","url":"https://alion.io/company/howdengroup-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom","Milton Keynes, United Kingdom","Witney, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Copilot","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"ServiceNow","optional":false},{"name":"WhatsApp","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-06T14:05:48Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T09:11:03Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Who are we?\nHowden 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.\nPeople 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.\nThe 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.\nThe 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.\nLocation: Milton Keynes, London, Whitney. Office based 3 days per week.\nReporting Line: IT Service Delivery Manager\nTravel Requirements: Occasional travel to UK office locations as required.\nWork Pattern: Full Time, Permanen t\nKey Responsibilities / Accountabilities\nTier 1.5 & 2nd line Support to the Unisys support team, predominantly remote support to our employees globally\nCustomer experience monitoring and remediation, working with Unisys to ensure high SDR/FCR/CSAT achieved\nExcellent 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\nKnowledge Management, KB article ownership for SME’s and regular review/updates\nExecutive user support to key stakeholders and senior management.\nManaging escalated Incidents and requests via our IT service management tool ServiceNow\nAdvanced IT troubleshooting skills, and analytical triage/support\nOwning unresolved Issues and liaising/delegating tasks to relevant technology teams.\nEscalating wider-impacting support issues to SD Team Lead and Global Service Delivery Manager where necessary\nAdvanced network troubleshooting and root cause analysis\nAdvanced Mobile device support - Apple & Android technologies\nAdvanced Active Directory Users and Computer administration via appropriate platforms/tools\nAdvanced Windows 11 and Microsoft product support\nMAC OS X support (not essential)\nParticipate in ad-hoc support requests, desk moves, desk side support\nSupporting the 3rd party provider and employees in business core hours 7am to 7pm on a rota basis (Mon-Fri) office based\nSupporting the 3rd party provider and employees outside of core business hours 6pm - Midnight on a rota basis (Mon-Fri) working from home\nSupporting the business weekends & bank holidays on a rota basis (opt in or out)\nActing as a Major Incident contributor during reported MI’s (following the documented MI process)\nSkills and abilities needed to perform role\nAn understanding of the importance of excellent customer service and a “can do” attitude\nExcellent communication skills, both written and verbal\nThe ability to interact confidently with clients and colleagues\nThe ability to work very well in a team environment\nThe ability to think logically\nStrong interpersonal skills\nStrong prioritisation skills and ability to follow process\nPatience and empathy when dealing with customers and colleagues\nEffective problem solving skills based on clear reasoning and sound rationale\nTactful, diplomatic and able to thrive in an ever-changing environment\nAbility to work pro-actively, under pressure and independently with minimal direction\nA good understanding of mobile devices, such as Apple smartphones and tablets\nStrong background in Microsoft Office\nStrong background in Windows\nFamiliarity 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\nKnowledge and Experience\nIT industry experience\nMicrosoft Windows 10+\nActive Directory\nADMP\nCoreView\nMicrosoft Exchange\nOffice365/2016+\nMimecast\nMicrosoft Teams\nZoom\nSCCM\nMS AutoPilot\nMS CoPilot\nITIL Best Practice\nRemote Support Tools\nIncident, Request, Problem and Change Management\nKnowledge of administrative and clerical procedures\nCompliance and Regulatory Responsibilities\nTo remain compliant with FCA requirements at all times\nTo obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.\nTo share ideas, best practice and other information within the team\nEnsure that own performance, HR and T&C records are up to date and meet the Company’s requirements\nMaintain accurate records and deal with correspondence appropriately\nProfessional Qualifications\nRelevant professional IT qualifications\nITIL Foundation V3/V4\nWhat do we offer in return?\nA 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:\nOur successes have all come from someone brave enough to try something new\n\nWe support each other in the small everyday moments and the bigger challenges\n\nWe are determined to make a positive difference at work and beyond\n\nReasonable adjustments\nWe'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*.\nIf 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.\n*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.\nPermanent","description_format":"text","description_chars":6493,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Vacation Rentals","Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-11-06T14:05:48Z"}],"visa":[],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":0,"expected_fill_days":28,"reasons":["conf:7","wave","win:early","comp:brand"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/howden-it-support-sme","json_url":"https://alion.io/job/howden-it-support-sme.json","meta":{"generated_at":"2026-11-07T18:49:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28822,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":708547},"rest":"https://alion.io/mcp/rest/get_company?id=708547"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhowden-it-support-sme"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhowden-it-support-sme"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhowden-it-support-sme"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/howden-it-support-sme\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhowden-it-support-sme"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3870211}},{"tool":"search_jobs","arguments":{"company":"howdengroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3870211},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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