Information Technology Support Specialist

HMH is seeking an IT Client Services Specialist to build and support ITSM process workflows in our Incident Management system (Freshservice) and to provide IT support for the end users at our Aberdeen site in Scotland, UK.

Additionally, provide remote support to 2,100+ employees in 30+ locations across 16+ countries on a variety of software, hardware, and networking issues. In this critical role, the technician will work side by side with the ITSM Administrator to create/manage automated workflows, managing customer expectations, writing knowledge base articles for both internal and customer use, serving as a communication channel between customers and the IT organization, and providing a first-contact resolution whenever possible. The successful candidate is experienced with Knowledge Centered Solutions and can deliver within that methodology including creation of process and technical documentation.

Job Responsibilities

1. Work with the senior IT Administrator to automate incident/request workflows
2. Junior administrator to the internal ITSM system hosted through Freshservice
3. Write API scripts to connect data sources, such as MS Intune and Entra, with Freshservice
4. Create and manage workflows to facilitate security group management, software requests, user onboarding/offboarding, and request fulfillment.
5. Through Problem Management analysis, develop proactive workflow solutions to automate repetitive tasks within the ITSM system.
6. Provide KB-documented shift-left solutions with escalation teams (Applications and Infrastructure)
7. Partner with Asset Manager on inventory lifecycle management.
8. Provide high-quality technical desktop support for all employees (our customer) via the global IT Service Desk: Email, voice, chat, and in person
9. Track local inventory and order/recycle equipment (PCs, accessories) as needed
10. Create and update Knowledge Base articles to increase service quality through consistent and predictable solutions and promote self-service resources
11. Liaise with Applications, Infrastructure, Compliance, Security, and other teams to establish and update support workflows (knowledge) in a dynamic environment
12. Follow a common set of practices and principles for the support team with regards to ticket management, knowledge ownership, customer escalation, and major incident management.
13. Embody a colleague-centric culture of trust, communication, and support

Qualifications

1. Strong, hands-on Microsoft 365 skills (Azure AD, Intune, and Office 365)
2. API script development
3. Experience with RegEx
4. Excellent written and spoken communications in English
5. Demonstrated experience in IT support environments (SD and onsite)
6. Practiced working within ITIL framework and terminology, certification a plus
7. Ability to communicate technical information to non-technical users

Desired Characteristics

1. Self-motivated, able to work under minimal supervision and demonstrate results
2. Excited to work as a part of a truly global team across 16 countries
3. Demonstrated knowledge-centered approach to IT support
4. Skilled at preparing process documentation for KM and Training

Additional Information

1. Must be legally authorized to work in the UK on a full-time basis, now or in the future, without employer sponsorship for employment visa status
2. No relocation assistance

Location

1. Aberdeen, Scotland, UK
2. This position is onsite, not a remote worker opportunity