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Senior Service Delivery Analyst Glasgow - Clydebank, Glasgow
Client: Northern Marine
Location: Glasgow, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: e05b38446597
Job Views: 16
Posted: 14.03.2025
Expiry Date: 28.04.2025
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
1. Provide remote support to vessels, crew and on-board support (when needed)
2. Install, configure and troubleshoot physical/virtual machines, laptops, printers, mobiles, tablets, storage systems and network devices (hardware, operating systems and software applications)
3. Participate in the design and implementation of our vessels' IT infrastructure
4. Monitor performance and ensure system availability and reliability
5. Perform system and network updates/upgrades
6. Maintain IT security and backup solutions
7. Liaise with vendors, email providers and other IT personnel for problem resolution or when new tasks are needed
8. Incident Management – review vessel support line queue and ensure tickets are owned and managed to resolution with focus on meeting SLA’s
9. Travel to vessels to perform vessel refresh/Service Transition of new vessels into management
10. Assist with the creation of knowledge base articles for consumption of both service delivery colleagues and end users.
11. Highlight Continuous Service Improvements (CSIP’s) to the Service Delivery Team Leader.
12. Collaborate with stakeholders and application owners in the business to improve user awareness and knowledge of any new processes or procedures
13. Supervise/Mentor Service Delivery analysts when there is a requirement to do so.
14. Undertake other tasks that are considered to be relevant to the position
15. Attend meetings where Vessel Support involvement is required (Major Incident/Change/Project Updates)
16. Comply with Incident/Change/Problem Management procedures to establish standardised delivery of service
Minimum Qualifications
1. HNC/HND or equivalent experience
2. Sustainable experience in a commercial, high volume ticket environment preferably within an IT Vessel Support environment, but not essential
3. Excellent problem-solving skills
Essential Experience
1. Networking (DHCP/DNS/VLAN/Routing) and Hardware Support
2. Mobile Device, Thin Client, Desktop & Printer Hardware support
3. Windows Server Technologies
4. Synology
5. SCALE
6. Hyper-V
7. Antivirus
8. Active Directory Administration
9. Microsoft Exchange Experience
10. MDM Administration - InTune
11. Office 365 Admin
12. VPN/Remote Access Support
13. SCCM
14. Familiarisation with using ITSM tools (Fresh Service)
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