Executive Support Team Leader / Head of Global IT Support
Company
Howden Insurance Group
Role Definition
IT Executive support engineer required to support UK office locations
Howden are seeking a highly skilled IT Executive Support Engineer to provide dedicated technical support to senior executives and VIP users. This role requires a proactive and professional individual with strong troubleshooting skills, excellent communication, and the ability to work in a fast-paced, high-pressure environment. The successful candidate will ensure the seamless operation of IT services
Key Responsibilities / Accountabilities
* Exec support team is the 1st point of contact for all high priority Incidents and requests for executives and senior business stakeholders.
* 1st - 2nd line IT support, inc over 500+ global VIP employees.
* Maintaining an excellent standard of support, and building relationships with key execs/PA's
* Managing tickets via service management tool ServiceNow
* Set up and maintain laptops, desktops, mobile devices, and peripheral equipment for executives.
* Mobile device support and advanced troubleshooting skills (Apple & Android technologies)
* Proactively identify potential technical issues and implement preventive solutions and advanced troubleshooting and root cause analysis
* Liaising with and delegating tasks to relevant teams for escalation
* Supporting the Exec Support Specialist and escalating support issues to Head of IT where necessary
* Active Directory Users and Computer administration
* Ensure seamless functionality of Microsoft Office 365, collaboration tools, and enterprise applications.
* Basic MAC OS X support.
* Basic network troubleshooting skills
* Participate in ad-hoc support requests, Desk moves, Desk side support and home visits.
* Potential for travel to global 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
* Strong communication, professionalism, and discretion when handling sensitive executive support
* 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 O365
* Microsoft Teams
* 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 always remain compliant with FCA requirements
* 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
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