IT Support Lead

Howden Re is the global reinsurance broker and risk, capital, & strategic advisor focused on relentless innovation & superior analytics for top client service. 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’sManaging tickets via group service management tool, ServiceNowMobile device support and advanced troubleshooting skills (Apple & Android technologies)Advanced troubleshooting, taking ownership of wider impacting issues and root cause analysisLiaising with and delegating tasks to relevant support teams for escalationDaily checks, triage and support of on-site AV systems and conference roomsLocal printer support, including Liaising with 3rd parties to ensure prompt diagnosis and remediation.

Active Directory Users and Computer administrationMicrosoft product support (Windows 11, O365)Basic MAC OS X supportBasic network troubleshooting skillsParticipate 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 roleAn understanding of the importance of excellent customer service and a “can do” attitudeExcellent communication skills, both written and verbalThe ability to interact confidently with senior management, clients and colleaguesThe ability to work very well in a team environmentThe ability to think logically and remain calm under pressureStrong prioritization skills and ability to follow processPatience and empathy when dealing with customers and colleaguesEffective problem solving skills based on clear reasoning and sound rationaleTactful, diplomatic and able to thrive in an ever-changing environmentAbility to work pro-actively, under pressure and independently with minimal directionA good understanding of mobile devices, such as Apple smartphones and tabletsStrong background in Microsoft products, Microsoft Office and Windows versionsFamiliarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.

Knowledge and ExperienceIT industry experience Microsoft Windows 11Microsoft Office M365Microsoft TeamsVideo Conferencing TechnologiesApple OSX/Apple MobileActive DirectoryMimecastITIL Best PracticeRemote Support ToolsIncident, Request, Problem and Change ManagementKnowledge of administrative and clerical proceduresCompliance and Regulatory ResponsibilitiesTo remain compliant with FCA requirements at all timesTo 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 teamEnsure that own performance, HR and T&C records are up to date and meet the Company’s requirementsMaintain accurate records and deal with correspondence appropriatelyProfessional Qualifications Relevant professional IT qualificationsITIL Foundation V4