Senior ICT Support Officer
About Us
Cyan Renewables (rebranded from MMA Offshore in July 2025) is a leading provider of marine and subsea services supporting the global energy transition. With a fleet of 35 specialised vessels, Cyan is a trusted partner to the world’s leading energy and offshore wind developers/contractors, providing comprehensive services across Asia, Europe and Australia.
Why work with us?
At Cyan Renewables group, you will join a diverse, experienced and forward-thinking team of global marine and subsea professionals. Whether onshore or offshore – we empower our team to build an exceptional career amongst our industry’s top professionals and technical experts.
Opportunity with an industry leader
An inclusive and diverse group of colleagues
Play a key role in delivering and continuously improving global ICT support services
About this Opportunity
We are looking for an experienced Senior ICT Support Officer to take ownership of day-to-day IT Helpdesk operations while providing hands-on administration, configuration and continuous improvement of Freshservice.
This is a hands-on role combining Level 1 technical support, IT service management, and Freshservice administration. You will own tickets throughout their complete lifecycle, from intake, triage, and prioritisation through to resolution, verification, and closure.
Reporting to the ICT Manager, you will work closely with ICT specialists, infrastructure and Microsoft 365 support teams, application support teams, system owners, and external vendors to resolve issues and deliver a high-quality support experience for Cyan users.
This is a 6- month fixed term contract with the possibility of extension and/or conversion to permanent position based on performance and business requirements.
Key Responsibilities
Monitor, acknowledge, triage, categorise and prioritise incidents and service requests in Freshservice.
Maintain accurate ticket status, ownership, assignment, priority and user communications throughout the ticket lifecycle.
Diagnose and resolve appropriate Windows, Microsoft 365, endpoint, hardware, software, connectivity and access-related issues.
Gather diagnostic information, verify required approvals and escalate complex issues to the appropriate resolver group with complete and accurate documentation.
Configure and maintain Freshservice workflows, routing, Workflow Automator rules, notifications, SLA and escalation rules.
Configure and maintain forms, fields, categories and assignment structures within Freshservice.
Maintain Service Catalog items, approval workflows, dashboards, reports, knowledge structures and configuration records.
Monitor support queues, ticket backlog, ageing, overdue tickets and SLA performance, following up with assignees and vendors where required.
Escalate stalled, high-impact or SLA-sensitive issues appropriately to ensure timely resolution.
Ensure ticket closure records clearly document the issue, diagnosis, actions taken, resolution, verification and required follow-up.
Create and maintain reusable knowledge content to improve user self-service and support efficiency.
Analyse service trends and identify recurring issues, abnormal patterns and potential systemic risks.
Provide meaningful observations and recommendations on service performance and recurring support issues.
Identify and implement approved automation, self-service and AI-assisted support improvements within authorised scope.
Coordinate with external IT service providers, application vendors and equipment suppliers to support effective incident and service request resolution.
Maintain accurate handover of open tickets, escalations, known issues, Freshservice configurations, reports and knowledge documentation.
Qualifications and Experience
Diploma, degree or professional qualification in Information Technology, Computer Science or a related discipline. Equivalent practical experience will also be considered.
Fresh service operational administration and configuration training; ITIL Foundation or equivalent ITSM training is preferred.
Hands-on experience administering and configuring Freshservice, including workflows, routing, automation, SLA and escalation rules, forms, fields, Service Catalog, dashboards and reporting.
Proven experience in IT Helpdesk, Service Desk or Desktop Support, with responsibility for the complete ticket lifecycle.
Working knowledge of Windows, Microsoft 365, endpoints, hardware, software, connectivity, access management and basic ICT infrastructure.
Experience managing support queues, ticket ageing, SLA performance, escalations, vendors, ticket documentation and user communications.
ITIL Foundation or equivalent ITSM experience and relevant Microsoft or IT certifications.
Relevant Microsoft or other IT certifications are desirable.
Experience in enterprise application support, external vendor coordination, ITSM process improvement, Helpdesk automation or AI-enabled service management is desirable.
Key Skills and Attributes
Strong analytical troubleshooting skills, sound technical judgement and disciplined prioritisation.
Excellent written and verbal communication skills, with a strong customer-service focus.
Strong stakeholder management skills and the ability to coordinate effectively with users, technical teams, system owners and external vendors.
Strong attention to ticket quality, information security, confidentiality and least-privilege principles.
Self-motivated and able to work independently with minimal supervision.
A continuous-improvement mindset, with a practical approach to automation, self-service and service optimisation.
Strong commitment to integrity, collaboration, security awareness and quality service delivery.
Hands-on experience administering and configuring Freshservice. Experience using Freshservice solely as an agent or end user is insufficient for this role.
How to Apply
At Cyan Renewables Group, we strive to foster a diverse and inclusive environment that empowers all employees to strive for their full potential. We strongly encourage applications from people of all backgrounds.
To apply for this role, please submit your CV by 9 November 2026. Please note, we will commence shortlisting prior to the closing date.
No agencies please.