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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: 5
Posted: 29.06.2025
Expiry Date: 13.08.2025
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 new tasks
* Incident Management – review vessel support line queue and ensure tickets are owned and managed to resolution with focus on meeting SLAs
* Travel to vessels to perform vessel refresh/Service Transition of new vessels into management
* Assist with the creation of knowledge base articles for service delivery colleagues and end users
* Highlight Continuous Service Improvements (CSIPs) to the Service Delivery Team Leader
* Collaborate with stakeholders and application owners to improve user awareness and knowledge of new processes or procedures
* Supervise/Mentor Service Delivery analysts as needed
* Undertake other relevant tasks
* Attend meetings involving Vessel Support (Major Incident/Change/Project Updates)
* Follow Incident/Change/Problem Management procedures to standardize service delivery
Qualifications and Experience:
* HNC/HND or equivalent experience
* Sustainable experience in a high-volume ticket environment, preferably within an IT Vessel Support environment
* Excellent problem-solving skills
Essential Technical Skills:
* 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
* MDM Administration - InTune
* Office 365 Admin
* VPN/Remote Access Support
* SCCM
* Familiarity with ITSM tools (Fresh Service)
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