16th Aug 2024
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 troubleshooting 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 manged 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. Highlighting 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 procedure
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
Candidate Essential Criteria
17. HNC/HND or equivalent experience
18. Sustainable experience in a commercial, high volume ticket environment preferably within an IT Vessel Support environment, but not essential
19. Excellent problem solving skills
20. Excellent communication skills
Experience in the following in all or majority of these is essential: -
21. Networking (DHCP/DNS/VLAN/Routing) and Hardware Support
22. Mobile Device, Thin Client, Desktop & Printer Hardware support
23. Windows 7 & Windows 10 – Installation/Configuration/Support
24. Windows Server Technologies
25. Synology
26. SCALE
27. Hyper-V
28. Antivirus
29. Active Directory Administration
30. Microsoft Exchange Experience
31. Azure - Fundamentals
32. MDM Administration - InTune
33. Office 365 Admin
34. VPN/Remote Access Support
35. SCCM
36. Familiarisation with using ITSM tools (Fresh Service)