Senior Service Delivery Analyst - Glasgow, Clydebank, Glasgow City
Client: Northern Marine
Location: Glasgow City, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: e05b38446597
Job Views: 7
Posted: 03.03.2025
Expiry Date: 17.04.2025
Job Description:
The Senior Service Delivery Analyst will act in a second line capacity of the IT Department and will be responsible for managing, supporting, maintaining, and upgrading the on-board IT infrastructure of the Northern Marine fleet. The position holder will provide remote IT support, and when required, on-board support to our vessels. The position offers development in IT knowledge and communication skills in a multicultural environment.
Key Responsibilities:
* Provide remote support to vessels, crew and on-board support (when needed)
* Install, configure and troubleshoot physical/virtual machines, laptops, printers, mobiles, tablets, storage systems and network devices (hardware, operating systems and software applications)
* Participate in the design and implementation of our vessels' IT infrastructure
* Monitor performance and ensure system availability and reliability
* Perform system and network updates/upgrades
* Maintain IT security and backup solutions
* Liaise with vendors, email providers and other IT personnel for problem resolution or when new tasks are needed
* Incident Management – review vessel support line queue and ensure tickets are owned and managed to resolution with focus on meeting SLA’s
* Travel to vessels to perform vessel refresh/Service Transition of new vessels into management
* Assist with the creation of knowledge base articles for consumption of both service delivery colleagues and end users.
* Highlight Continuous Service Improvements (CSIP’s) to the Service Delivery Team Leader.
* Collaborate with stakeholders and application owners in the business to improve user awareness and knowledge of any new processes or procedures
* Supervise/Mentor Service Delivery analysts when there is a requirement to do so.
* Undertake other tasks that are considered to be relevant to the position
* Attend meetings where Vessel Support involvement is required (Major Incident/Change/Project Updates)
* Comply with Incident/Change/Problem Management procedures to establish standardized delivery of service
Minimum Requirements:
* HNC/HND or equivalent experience
* Sustainable experience in a commercial, high volume ticket environment preferably within an IT Vessel Support environment, but not essential
* Excellent problem-solving skills
Experience in the following in all or majority of these is essential:
* Networking (DHCP/DNS/VLAN/Routing) and Hardware Support
* Mobile Device, Thin Client, Desktop & Printer Hardware support
* Windows Server Technologies
* Synology
* SCALE
* Hyper-V
* Antivirus
* Active Directory Administration
* Microsoft Exchange Experience
* MDM Administration - InTune
* Office 365 Admin
* VPN/Remote Access Support
* SCCM
* Familiarisation with using ITSM tools (Fresh Service)
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