Desktop Rollout Engineer

Who are we?

Howden is a collective – a group of talented and passionate people all around the world. 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 18,000 employees spanning over 100 countries.

People 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.

Desktop Rollout Engineer

6 Month Fixed Term Contract

Howden are seeking a highly skilled Desktop rollout engineer to manage and support our organisation with a device rollout. This role requires good background in IT systems, as well as hands-on experience with laptops, autopilot process, and user support. 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

• 1st – 2nd line IT desktop and remote support to global office employees, providing on-site and remote support during rollout phases.

• VIP user support to senior management 200+

• Managing tickets via service management tool ServiceNow ITSM

• Advanced troubleshooting and root cause analysis

• Liaising with and delegating tasks to relevant teams for escalation

• Mobile device support Apple & Android

• Active Directory Users and Computer administration

• Responding to and resolving hardware-related warranty support tickets in accordance with vendor guidelines

• MAC OS X support

• Set-Up of new joiner equipment

• Maintain accurate records of assets and deployment activities.

• Assist with user training and documentation where necessary.

• Collaborate with the EUC and Service Desk teams to ensure seamless user experience.

• Migrate user data and settings from old devices to new ones

• Provisioning and configuring laptops for end users using Microsoft AutoPilot, ensuring devices are built to company standards

• Participate in ad-hoc support requests, Desk moves, Desk side support

• Supporting the business core hours 8am to 6pm rota basis (Mon-Fri)

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 clients and colleagues

• The ability to work very well in a team environment

• The ability to think logically

• Strong interpersonal skills

• 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

• Proven experience in desktop rollout or IT support roles.

• Strong knowledge of Windows operating systems and Microsoft Office suite.

• Familiarity with SCCM, Intune, Active Directory, and remote support tools.

Knowledge and Experience

• IT industry experience

• Microsoft Windows 10+

• Active Directory

• Microsoft Exchange

• Office365 – Intune, Azure etc.

• Mimecast

• Microsoft Teams

• SCCM

• Autopilot

• ITIL Best Practice

• Remote Support Tools

• Incident & Problem 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 V3/V4

What do we offer in return?

A 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:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We\’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*.

If 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.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Fixed Term Contract (Fixed Term) #J-18808-Ljbffr