Support Analyst

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.
- Provides relevant management information to senior managers
- Manage the internal Acturis helpdesk, providing support ensuring that items are logged and resolved in a timely, priority-based manner
- Ensure users are kept up to date throughout the duration of their queries
- Maintain the helpdesk log and chase up outstanding items, as appropriate
- Escalate queries and issues to line manager, as appropriate
- Maintain accurate system configuration records, in line with changes made
- Handle all user queries raised via any channel
- Identify trends in items raised and assess whether they are the result of a wider issue, a training need or a development suggestion for Acturis
- Create user-friendly guides and knowledge articles.
- Provide training to Super Users, as and when required
- Create and process test scripts to support UAT testing for new features or documents
- Gather feedback and development suggestions from users and feedback to Acturis
- Share knowledge on best practice hints & tips with super users
- Help train other team members in Acturis

PERSON SPECIFICATION:
Knowledge/Experience

Technical
- 3+ years Acturis experience essential
- 2+ years of customer facing experience
- Experience in a similar support or systems administration role desired.
- Understanding of the organisation and the sector it operates in.
- Knowledge of other insurance systems desirable
- Understanding of legal and regulatory requirements within the world of insurance, for example GDPR, FCA & TCF desirable.

Skills/Behaviours
- Excellent communication skills (written and verbal)
- Ability to translate technical requirements to the business
- Accuracy and attention to detail.
- Ability to process work quickly and efficiently.
- Ability to prioritise work and meet deadlines.
- Strong negotiation skills
- Confident dealing with varying levels of stakeholders
- Excellent skills in MS Office Products
- Help develop other Team members

Qualifications
- Qualified to GCSE standard (English, Mathematics, Computer Studies)

Additional Information
- A valid, clean driving licence and a willingness to travel

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

Permanent