Service Delivery Analyst, Jobs, 10385

Service Delivery Analyst - Glasgow

Location: Clydebank, Scotland

Hybrid Working: 2 days per week working from home after completion of a 3-month onboarding period (where you will be in the office full time) 

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 IT Operations 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 may 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:

Essential:

  • 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 in Most of the Following:

  • 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 Center 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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