Senior Service Delivery Analyst

2 days ago

Clydebank, West Dunbartonshire, United Kingdom Nine Twenty Recruitment Full time £40,000 - £60,000 per year

Location:
Clydebank, Scotland

Onsite + Hybrid Working Options

Travel Requirements:
Flexibility to travel to sites as required, both domestically and internationally

Role Overview:

We are looking for a Senior Service Delivery Analyst to join our Service Delivery Team in a second-line capacity. This role is focused on supporting, maintaining, and enhancing IT infrastructure across a global fleet of vessels. The successful candidate will provide remote technical support and will occasionally travel on-site to deliver in-person assistance. This is an excellent opportunity to join a well nurtured team, deepen your technical expertise and grow within a diverse, international environment.

Key Responsibilities:

  • Deliver second-line remote support to vessel-based personnel, with occasional on-site travel for critical tasks.
  • Install, configure, and troubleshoot a variety of hardware and software including servers, laptops, mobile devices, storage systems, and networking equipment.
  • Assist in designing and implementing onboard IT infrastructure for new and existing vessels.
  • Monitor systems to ensure optimal performance and reliability.
  • Conduct routine system and network upgrades.
  • Enforce IT security protocols and manage backup systems.
  • Coordinate with external vendors and service providers for issue resolution and project execution.
  • Manage and resolve incidents in line with SLAs using ITSM tools.
  • Participate in IT onboarding and vessel refresh projects.
  • Develop and maintain internal knowledge base documentation.
  • Recommend service improvements and contribute to process enhancement.
  • Support end-user training and communication related to IT procedures.
  • Mentor junior support analysts when required.
  • Attend meetings on incidents, changes, and project updates.
  • Follow standardised procedures for Incident, Change, and Problem Management.

Candidate Requirements:

  • HNC/HND or equivalent relevant experience.
  • Strong background in a fast-paced IT support environment, ideally with remote user support.
  • Excellent problem-solving and communication skills.

Technical Experience Required:

  • Networking fundamentals (DNS, DHCP, VLANs, Routing).
  • Desktop, thin client, mobile, and printer hardware support.
  • Windows 7 & 10: installation and support.
  • Windows Server Technologies.
  • Synology and SCALE storage platforms.
  • Hyper-V virtualisation.
  • Antivirus software administration.
  • Active Directory and Microsoft Exchange.
  • Microsoft Azure (fundamentals).
  • Microsoft Intune MDM.
  • Office 365 Administration.
  • VPN and remote access tools.
  • System Centre Configuration Manager (SCCM).
  • ITSM platforms (e.g., Freshservice).

Employee Benefits:

  • 30 days of annual leave, plus an additional day off for your birthday
  • Option to buy or sell up to 5 additional leave days per year
  • 12.5% non-contributory pension
  • Bupa private medical insurance
  • Hybrid working model offering flexibility between home and office
  • Subsidised onsite lunches
  • Free electric vehicle charging stations and parking facilities

To be considered for this role please apply today or contact Sophie at Nine Twenty for more details
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