Job Description
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.
Job Responsibilities
· Work with the senior IT Administrator to automate incident/request workflows
· Junior administrator to the internal ITSM system hosted through Freshservice
· 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 fulfil...