IT Helpdesk Specialist

Howden is a global insurance group with employee ownership at its heart. 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 24,000 employees spanning over 56 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.

We are seeking an experienced IT Helpdesk Specialist (Mid-Level) to provide advanced technical support across our Microsoft-based IT environment. This role sits between first-line support and systems engineering — resolving escalated tickets independently, maintaining core infrastructure, and supporting the broader IT team on projects involving Windows Server, Active Directory, Microsoft 365, and Azure. The ideal candidate combines strong customer-facing helpdesk skills with hands-on systems administration experience and a genuine interest in growing toward a systems/infrastructure engineering path.

•Provide technical support for hardware, software, network, and account issues,

•Own and resolve tickets end-to-end via the IT service management (ITSM) platform, meeting SLA targets.

•Diagnose and remediate issues across Windows 10/11 endpoints, mobile devices, and peripherals.

•Manage user onboarding/offboarding, including account provisioning, device imaging, and access rights in Active Directory / Entra ID.

•Document recurring issues and contribute to the internal knowledge base to reduce repeat tickets.

•Administer and maintain Windows Server environments, Active Directory, Group Policy, and DNS/DHCP.

•Support Microsoft 365 administration: SharePoint, OneDrive, and license management.

•Manage endpoint configuration and compliance using Microsoft Intune / Endpoint Manager.

•Assist with Azure infrastructure tasks — virtual machines, storage, backup, and basic networking (VNets, NSGs).

•Support core network components (switches, firewalls, Wi-Fi, VPN) in coordination with the network/systems engineering team.

•Participate in patch management, backup verification, and routine infrastructure maintenance.

•Write and maintain automation scripts (PowerShell) for repetitive administrative tasks.

•Contribute to IT projects such as server migrations, M365 tenant changes, and security hardening initiatives.

• 3–5 years in an IT helpdesk, desktop support, or junior systems administration role.
• Strong working knowledge of Windows Server (2016/2019/2022), Active Directory, and Group Policy.
• Hands-on experience administering Microsoft 365 (SharePoint, Intune, Entra ID).
• Familiarity with Azure fundamentals (VMs, storage, Entra ID / Azure AD, basic networking).
• Working knowledge of networking concepts: TCP/IP, DNS, DHCP, VPN, firewalls.
• Scripting ability in PowerShell for task automation and system administration.
• Experience with ITSM/ticketing platforms (e.g., ServiceNow, Freshservice, Jira Service Management).
• Solid troubleshooting methodology and ability to work independently on escalated issues.
• Excellent communication skills with both technical and non-technical stakeholders.

• Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience.

• Microsoft certifications such as MD-102 (Endpoint Administrator), AZ-104 (Azure Administrator), or MS-900 (Microsoft 365 Fundamentals).

• Exposure to virtualization platforms (Hyper-V or VMware).

• Experience with backup and disaster recovery tools.

• Basic understanding of cybersecurity best practices and endpoint protection tools.

If you're passionate about delivering innovative solutions and ready to grow your career— come join a team that leads from the front!
Be part of a company that doesn’t follow the market — we help shape it!

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.