Overview
The Role: We are looking for a Service Desk Analyst to join our Service Desk team. They will support James Fisher and its Group Companies. The primary objective of the role is to act as the first point of contact for internal customers; troubleshoot, diagnose and resolve problems and/or escalate to the 2nd line support team to investigate and resolve.
What You'll Be Doing
* Act as the first point of contact for IT issues and queries, delivering high-quality customer service
* Provide 1st Line Support, resolving most IT requests (hardware/software) at first contact
* Log and manage incidents via service desk software with accuracy and attention to detail
* Assess business impact, assign appropriate SLAs, and escalate issues promptly when needed
* Own user issues from start to resolution, ensuring timely updates and clear communication
* Follow Incident Management procedures and maintain documentation and asset records
* Liaise with third-party suppliers to resolve issues and ensure SLA compliance
* Contribute to weekly service desk reporting and maintain support documentation/SOPs
* Be flexible to support out-of-hours work when required (by mutual agreement)
What we're looking for
* Excellent communication skills (verbal & written)
* Excellent customer service skills
* Good technical foundation in a first/second line service desk role
* Ability to troubleshoot, diagnose, and resolve IT-related issues
* Experience with Incident Management and SLAs
* Proficiency in using service desk software and maintaining accurate records
* Ability to work effectively with Third Party Suppliers
* Strong problem-solving skills and attention to detail
Why join us
* Competitive benefits tailored to the division
* Opportunities for career growth and visibility across the organisation
* A supportive, inclusive culture that values your ideas and contributions
About Us
James Fisher is a global engineering services company with over 50 years of experience delivering complex offshore energy projects in challenging environments. We operate across Energy, Defence, and Maritime Transport, leveraging technology and deep expertise to support the full lifecycle of our customers’ assets. Our One James Fisher strategy unites capabilities under a single vision.
Additional information
Visit our website for more information. We are committed to taking positive action on diversity and strongly encourage applications from candidates of all backgrounds. We are proud to be a Disability Confident employer and recognise that our success is driven by the talent and diversity of our workforce.
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