Information Technology Support Specialist

NES Fircroft; Aberdeen City; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company in IT services is seeking an ITSM Services Specialist to enhance their Incident Management system and provide support to over 2,100 employees. The role involves automating workflows, managing ITSM processes, and delivering high-quality technical support. Candidates should have strong skills in Microsoft 365 and excellent communication abilities. The position is onsite in Kintore, Scotland, with no remote work available.

Qualifications

• Hands-on skills with Microsoft 365 (Azure AD, Intune, Office 365).
• Experience in IT support environments.

Responsibilities

• Automate incident/request workflows with the senior IT Administrator.
• Manage the internal ITSM system hosted through Freshservice.
• Deliver high-quality technical desktop support via the global IT Service Desk.

Skills

Microsoft 365

RegEx

English Communication

Education

ITIL Certification

Job description

HMH is seeking an ITSM 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 Kintore site in Aberdeenshire, Scotland, UK.

This role involves providing remote support to over 2,100 employees across more than 30 locations in 16+ countries, addressing software, hardware, and networking issues. The technician will collaborate with the ITSM Administrator to create/manage automated workflows, manage customer expectations, write knowledge base articles, serve as a communication link between customers and the IT organization, and aim for first-contact resolution. Experience with Knowledge Centered Solutions and the ability to produce process and technical documentation are essential.

Job Responsibilities

1. Work with the senior IT Administrator to automate incident/request workflows.
2. Manage 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.
6. Provide KB-documented shift-left solutions with escalation teams (Applications and Infrastructure).
7. Collaborate with Asset Manager on inventory lifecycle management.
8. Deliver high-quality technical desktop support via the global IT Service Desk (email, voice, chat, in person).
9. Track local inventory and manage equipment ordering and recycling.
10. Create and update Knowledge Base articles to enhance service quality and promote self-service.
11. Coordinate with Applications, Infrastructure, Compliance, Security, and other teams to establish support workflows.
12. Follow best practices for ticket management, knowledge ownership, escalation, and incident management.
13. Promote a culture of trust, communication, and support among colleagues.

Qualifications

• Strong, hands-on skills with Microsoft 365 (Azure AD, Intune, Office 365).
• 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 with the ability to work independently and deliver results.
• Eager to work 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.

Location

• This position is onsite at our Kintore site; remote work is not available.

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