Information Technology Support Specialist

JR United Kingdom; Kintore; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is searching for an ITSM Services Specialist to enhance their IT support processes. This role involves building and supporting ITSM workflows, providing technical assistance to over 2,100 employees globally, and managing the internal ITSM system using Freshservice. The ideal candidate will have strong Microsoft 365 skills and experience in IT support environments. Join a dynamic team that values communication, trust, and collaboration, and contribute to improving service quality and user experience across multiple locations. This is a fantastic opportunity to make a significant impact in a global setting.

Qualifications

• Strong hands-on skills with Microsoft 365, including Azure AD and Intune.
• Experience in IT support environments, both SD and onsite.

Responsibilities

• Automate incident/request workflows and manage the internal ITSM system.
• Provide high-quality technical desktop support via the global IT Service Desk.

Skills

Microsoft 365

Azure AD

Intune

Office 365

RegEx

ITIL Framework

Technical Communication

Tools

Freshservice

Job description

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Information Technology Support Specialist, Kintore

Client: NES Fircroft

Location: Kintore, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

3

Posted:

05.05.2025

Expiry Date:

19.06.2025

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.

Additionally, provide remote support to 2,100+ employees across 30+ locations in 16+ countries on software, hardware, and networking issues. The technician will work with the ITSM Administrator to create/manage automated workflows, manage customer expectations, write knowledge base articles, serve as a communication channel between customers and the IT organization, and provide first-contact resolution when possible. Experience with Knowledge Centered Solutions and related documentation is required.

Job Responsibilities

• Work with the senior IT Administrator to automate incident/request workflows
• Manage the internal ITSM system hosted through Freshservice
• Write API scripts to connect data sources like MS Intune and Entra with Freshservice
• Create and manage workflows for security group management, software requests, user onboarding/offboarding, and request fulfillment
• Develop proactive workflow solutions through Problem Management analysis to automate repetitive tasks
• Provide KB-documented shift-left solutions with escalation teams (Applications and Infrastructure)
• Partner with Asset Manager on inventory lifecycle management
• Provide high-quality technical desktop support via the global IT Service Desk (email, voice, chat, in person)
• Track inventory and manage equipment recycling
• Create and update Knowledge Base articles to improve service quality and promote self-service resources
• Coordinate with various teams to establish and update support workflows
• Follow best practices for ticket management, knowledge ownership, customer escalation, and incident management
• Maintain a colleague-centric culture of trust, communication, and support

Qualifications

• Strong hands-on Microsoft 365 skills (Azure AD, Intune, Office 365)
• Experience with RegEx
• Excellent written and spoken English communication skills
• Experience in IT support environments (SD and onsite)
• Knowledge of ITIL framework; certification is a plus
• Ability to communicate technical information to non-technical users

Desired Characteristics

• Self-motivated, results-oriented, able to work with minimal supervision
• Enthusiastic about working in 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 full-time without employer sponsorship
• This is an onsite position; remote work is not available