IT Support Lead
: Job Details :

Howden Re is the global reinsurance broker and risk, capital & strategic advisor focused on relentless innovation & superior analytics for top client service.

About Role

Key Responsibilities / Accountabilities

* IT Support Lead, providing 1st to 3rd line support for regional US employees.

* 1st point of contact for all high priority Incidents and requests for executives and senior business stakeholders.

* Maintaining an excellent standard of support, and building relationships with key execs/PA's

* Managing tickets via group service management tool, ServiceNow

* Mobile device support and advanced troubleshooting skills (Apple & Android technologies)

* Advanced troubleshooting, taking ownership of wider impacting issues and root cause analysis

* Liaising with and delegating tasks to relevant support teams for escalation

* Daily checks, triage and support of on-site AV systems and conference rooms

* Local printer support, inc Liaising with 3rd parties to ensure prompt diagnosis and remediation.

* Active Directory Users and Computer administration

* Microsoft product support (Windows 11, O365)

* Basic MAC OS X support

* Basic network troubleshooting skills

* Participate in ad-hoc support requests, Desk moves, Desk side support and home visits.

* Supporting the Connecticut office up to two days per week.

* Travel to other US office locations to support senior executives during business-critical conferences/meetings.

* Supporting the business during core hours 8am to 6pm (Mon-Fri)

* Potential for weekend support and out of hours support where necessary (inc weekends and Bank holidays)

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 senior management, clients and colleagues

* The ability to work very well in a team environment

* The ability to think logically and remain calm under pressure

* 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 products, Microsoft Office and Windows versions

* Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.

Knowledge and Experience

* IT industry experience

* Microsoft Windows 11

* Microsoft Office M365

* Microsoft Teams

* Video Conferencing Technologies

* Apple OSX/Apple Mobile

* Active Directory

* Mimecast

* 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 V4