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 end users at our Aberdeen site in Scotland, UK.
Additionally, provide remote support to 2,100 employees across 30 locations in 16 countries, addressing various software, hardware, and networking issues. The technician will work alongside the ITSM Administrator to create/manage automated workflows, manage customer expectations, write knowledge base articles for internal and customer use, serve as a communication channel between customers and the IT organization, and aim for first-contact resolution. The candidate should be experienced with Knowledge Centered Solutions and capable of delivering within that methodology, including creating process and technical documentation.
Job Responsibilities
1. Work with the senior IT Administrator to automate incident/request workflows.
2. Assist as a junior administrator for 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 for security group management, software requests, user onboarding/offboarding, and request fulfillment.
5. Develop proactive workflow solutions through Problem Management analysis 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 via the global IT Service Desk through email, voice, chat, and in person.
9. Track local inventory and manage equipment ordering/recycling as needed.
10. Create and update Knowledge Base articles to improve service quality and promote self-service resources.
11. Coordinate with Applications, Infrastructure, Compliance, Security, and other teams to establish and update support workflows and knowledge in a dynamic environment.
12. Follow established practices for ticket management, knowledge ownership, customer escalation, and incident management.
13. Demonstrate a colleague-centric culture of trust, communication, and support.
Qualifications
* Strong hands-on Microsoft 365 skills (Azure AD, Intune, Office 365).
* API script development experience.
* Experience with RegEx.
* Excellent written and spoken English communication skills.
* Experience in IT support environments (both SD and onsite).
* Familiarity with ITIL framework and terminology; certification is a plus.
* Ability to communicate technical information effectively to non-technical users.
Desired Characteristics
* Self-motivated, capable of working with minimal supervision and achieving results.
* Enthusiastic about working as part of a global team across 16 countries.
* Knowledge-centered approach to IT support.
* Skilled in preparing process documentation for knowledge management and training.
Additional Information
* Must be legally authorized to work in the UK on a full-time basis without sponsorship.
* No relocation assistance provided.
Location
* Aberdeen, Scotland, UK
* This is an onsite position; remote work is not available.
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