IT Support Analyst

Overview

Build and support Freshservice ITSM workflows, provide desktop support for 2,100+ users.

Key Responsibilities

• workflow automation
• api scripting
• desktop support
• ticket management
• knowledge base
• asset management

Tasks

-Through Problem Management analysis, develop proactive workflow solutions to automate repetitive tasks within the ITSM system. -Provide high-quality technical desktop support for all employees (our customer) via the global IT Service Desk: Email, voice, chat, and in person -Partner with Asset Manager on inventory lifecycle management. -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. -Liaise with Applications, Infrastructure, Compliance, Security, and other teams to establish and update support workflows (knowledge) in a dynamic environment -Create and update Knowledge Base articles to increase service quality through consistent and predictable solutions and promote self-service resources -Write API scripts to connect data sources, such as MS Intune and Entra, with Freshservice -Create and manage workflows to facilitate security group management, software requests, user onboarding/offboarding, and request fulfillment. -Work with the senior IT Administrator to automate incident/request workflows -Provide KB-documented shift-left solutions with escalation teams (Applications and Infrastructure) -Track local inventory and order/recycle equipment (PCs, accessories) as needed

Requirements

• microsoft 365
• api scripting
• regex
• itil
• it support
• communication

What You Bring

-Strong, hands-on Microsoft 365 skills (Azure AD, Intune, and Office 365) -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 -Demonstrated knowledge-centered approach to IT support -Skilled at preparing process documentation for KM and Training -Ability to communicate technical information to non-technical users -API script development -Excellent written and spoken communications in English -Practiced working within ITIL framework and terminology, certification a plus -Self-motivated, able to work under minimal supervision and demonstrate results -Experience with RegEx -Demonstrated experience in IT support environments (SD and onsite)

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Benefits

-No relocation assistance -This position is onsite, not a remote worker opportunity

About Hmh

-Brought together in October 2021 from the merger of Baker Hughes’ Subsea Drilling Systems and Akastor’s MHWirth. -Publicly listed via Oslo Børs, blending heavy-duty drilling and mining equipment manufacturing with a global service network. -Portfolio includes land and offshore drilling rigs, subsea mining, geothermal, construction, and onshore wind systems. -Engineers mission-critical products like Wirth™ high-pressure slurry pumps and motion compensation systems. -Supplies slurry pumps for projects like the Peru copper and tailings dam projects. -Training centers in Houston, Norway, and Germany offer simulators, eLearning, and rig-specific labs. -Financially backed by Baker Hughes and Akastor, with robust half-year 2023 results as an independent firm. -Expanding into adjacent sectors like renewables and mining,showcasing agility in evolving energy markets.

Sector Specialisms

Visa Sponsorship

-no employer visa sponsorship; candidates must already have uk work authorization.