Careers Vacancies

Freshservice Administrator

Job Description

About Us
Midwich is a forward-thinking AIM listed organisation, whose international growth projection is both exciting and demanding. Our partners are world leading brands including Samsung, LG, Canon and Panasonic to name a few and they demand effective marketing that delivers results through sales.
Part of Midwich’s future strategy is to continue its successful buy and grow activities, which have traditionally been led by the Group Managing Director.
As one of the leading AV/IT distribution Companies in the UK, we offer a range of exciting career paths in Sales, Business Management, Finance, Marketing and Logistics to name but a few.

About the Role
We are looking for an experienced ITSM professional, to join our Group IT Operations team, in our brand new FreshService Administrator position and manage all FreshService instances within Midwich Group. The successful candidate will play a key role in the operation, optimisation and implementation of our internal Titan ticketing system and MiSupport brand. Ensuring that we are using best practice methods for support, effectively integrating new acquisitions onto the systems and helping us take the support systems to our other global regions.

What you will be doing in this role
• Administration of all Freshservice instances within Midwich Group including but not limited to:
- Role and permission management.
- Management of workflows in line with agreed processes.
- Licence management.
- Set up of new portals.
- Management of custom form designs.
- Manage and plan upgrades.
- Management and creation of APIs.
• Development of all Freshservice instances within Midwich Group whilst maintaining safe and secure practices as outlined by the Group businesses and departmental teams.
- Continually improve instances in line with stakeholder requirements.
- Liaise with managed support partners and third parties on IT and business-related issues or projects.
- Understand new functionality and how this could be adopted.
• Management of onboarding new companies across the Group into MiSupport including but not limited to:
- Mapping of legacy systems to ensure system is fit for purpose.
- Review, mapping, and migration of legacy data.
- Creation of reports.
- Liaising with Stakeholders when issues occur, providing advice and best practice guidance and seeing these through to resolution.
- Creation and possible customisation of user portals.
• Effectively manage, prioritise support issues, and escalate to third party providers if applicable.

What you will bring to the role
• Experience within a similar role, acting as the Administrator to an ITSM system. Ideally FreshService, or ServiceNow.
• Ability to set up and mature ITSM systems, ideally ones that are ticket based.
• Knowledge and understand of best practice frameworks. Ideally ITIL.
• HTML, Java Script or CSS language knowledge and experience.
• API knowledge of how to create and build API’s.
• Ability to communicate at all levels, internally and externally.
• Excellent time management and ability to prioritise tasks.

Why you should work here
• Contributory Pension Scheme
• Private Health Care
• Permanent Health Scheme
• Life Cover
• Paid Sickness Leave
• Staff Purchase Scheme
• Recruitment Finders Fee
• Employee Assistance Programme (EAP)
• Reduced Gym Membership (dependant on location)
• Cycle to Work Scheme
• Free Car Parking
• Shares Programme

Midwich Group is an equal opportunity employer and welcomes applicants from all backgrounds. If you meet the qualifications and are interested in this opportunity, please submit your resume and cover letter for consideration.

Please quote "Freshservice Admin" when applying for this position.

Closing Date 30th May 2024

If you are interested in applying for this position, please contact