Information Technology Support Specialist
api scripts
workflow automation
knowledge base
desktop support
asset management
user provisioning
Write API scripts to connect data sources, such as MS Intune and Entra, with Freshservice
HMH is seeking an ITSM Service Technician to build and support ITSM process workflows in our Incident Management system (Freshservice) and to provide IT support for the end users at our Kintore site in Aberdeenshire. 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.
Work with the senior IT Administrator to automate incident/request workflows
Create and update Knowledge Base articles to increase service quality through consistent and predictable solutions and promote self-service resources
Track local inventory and order/recycle equipment (PCs, accessories) as needed
Provide high-quality technical desktop support for all employees (our customer) via the global IT Service Desk: Email, voice, chat, and in person
Liaise with Applications, Infrastructure, Compliance, Security, and other teams to establish and update support workflows (knowledge) in a dynamic environment
Create and manage workflows to facilitate security group management, software requests, user onboarding/offboarding, and request fulfillment.
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.
Partner with Asset Manager on inventory lifecycle management.
Through Problem Management analysis, develop proactive workflow solutions to automate repetitive tasks within the ITSM system.
Provide KB-documented shift-left solutions with escalation teams (Applications and Infrastructure)
microsoft 365
api scripting
regex
itil
english
documentation
Excellent written and spoken communications in English
Ability to communicate technical information to non-technical users
Demonstrated knowledge-centered approach to IT support
API script development
Self-motivated, able to work under minimal supervision and demonstrate results
Strong, hands-on Microsoft 365 skills (Azure AD, Intune, and Office 365)
Skilled at preparing process documentation for KM and Training
Demonstrated experience in IT support environments (SD and onsite)
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
Practiced working within ITIL framework and terminology, certification a plus
Experience with RegEx
BenefitsThis position is onsite, not a remote worker opportunity
No relocation assistance
Training + Development- no employer visa sponsorship; must already have uk work authorization.
- Began as Northenden Engineering Services before evolving through rebrands and international expansion.
- Merged with Fircroft in 2020 to become a global powerhouse.
- Operates over 80 offices in 45 countries, deploying workers on major projects.
- Supports long-term contracts, permanent hires, managed services, global mobility, and payroll.
- Backed by a history of nine strategic acquisitions, enhancing reach in sectors like chemicals and digital technology.
- Delivers talent into high-profile projects such as offshore wind farms, petrochemical plants, mining developments, and pharmaceutical facilities.
