Richard Hurst
Hull,UK
Summary
IT professional with extensive expertise in IT system support and factory technology, adept at operating within GMP and regulated environments. Experienced in Intune, Active Directory, and ServiceNow, and all core Microsoft products. Strong track record in hardware troubleshooting for both industrial and end-user devices. Demonstrates exceptional skills in network hands & eyes support, incident management, and first-line support. Experienced in system monitoring, fault diagnosis, hardware installation, replacement & rollouts. Delivers ITIL-based service delivery with a focus on strong hands-on problem solving.
Overview
19
19
years of professional experience
Work history
IT Support Team Leader
Ricoh UK Ltd (Contracted to Reckitt Benckiser)
Hull, Nottingham, Derby
2007.07 - Current
- Provide hands-on support across a large manufacturing site including factory, laboratory, warehouse, and office environments
- Support operational and production-critical systems, ensuring high uptime and rapid fault resolution
- Troubleshoot hardware and infrastructure issues including endpoints, network-connected devices, and on-site equipment
- Deliver first escalated support for incidents, working closely with IT, engineering, and remote support teams
- Assist with installation, configuration, and replacement of hardware across site, including rollouts and upgrades
- Support system monitoring activities and respond proactively to potential issues impacting operations
- Work within ITIL processes using ServiceNow for incident, request, and change management
- Use SCCM and Intune for device deployment, patching, and system updates
- Provide hands and eyes support for network infrastructure, including switches and server environments
- Support AV and meeting room systems across business areas
- Maintain accurate records including asset tracking, stock control, and system documentation
- Collaborate with third-party vendors during installations and maintenance activities
- Engage with stakeholders across factory, lab, and office environments to ensure effective service delivery
- Previous Responsibilities:
- - Active Directory administration (user accounts, access, security management)
- - Service Desk Analyst to Onsite Support Engineer progression
- Delegated tasks to team members, enhanced productivity.
Skills
IT system support and factory technology
GMP and regulated environment expertise
Hardware troubleshooting for industrial and end-user devices
Network support for infrastructure switches
Incident management and first-line support
System monitoring and fault diagnosis
Hardware installation and rollouts
Asset management and documentation
Stakeholder collaboration and cross-team coordination
ITIL-based service delivery
Hands-on problem solving
Affiliations
- Powerlifting and Strongman
- General Tech enthusiast
References
References available upon request.
OT & Manufacturing-Relevant Experience
- 19 years working within a GMP-regulated environment
- Direct support within factory and production environments
- Experience supporting lab systems and operational technology
- Strong understanding of uptime, reliability, and production impact
- Comfortable working in fast-paced, safety-critical environments
Additional information
- Based in Hull with flexibility to travel between sites
- Strong team player with a proactive and hands-on approach
- Experienced working with cross-functional teams including IT, engineering, and production
- Full clean UK Driving licence
Timeline
IT Support Team Leader
Ricoh UK Ltd (Contracted to Reckitt Benckiser)
2007.07 - Current