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