Information Technology Support Analyst

Fred. Olsen Limited; Glasgow; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Private medical

Life insurance

Maternity & Paternity pay

Discounted travel

Cruise concessions

Boost Benefits scheme

Job summary

Fred. Olsen Ltd is seeking a customer-focused IT Support Analyst to join our Infrastructure & Service team in the UK. You will deliver first-line and desktop support, helping colleagues maximise Microsoft 365 and modern workplace tech across Windows devices and peripherals.

The role offers exposure to a broad range of technologies and a path into specialist infrastructure, cloud, workplace or service management roles, with opportunities for progression and comprehensive benefits.

Qualifications

• Experience in IT Support Analyst, Service Desk or Desktop Support in a corporate environment.
• Strong troubleshooting across Windows and Microsoft 365.
• Excellent written and verbal communication skills.
• Experience using an ITSM platform.
• Ability to multi-task and own issues from start to finish.
• Proactive and collaborative, capable of working independently.
• Experience documenting technical solutions and support procedures.

Responsibilities

• Provide professional and responsive 1st and 1.5 line IT support across the business.
• Act as a trusted point of contact for technology incidents, requests and inquiries.
• Troubleshoot and resolve issues across Windows devices, MS 365, hardware and software.
• Support Outlook, Teams, OneDrive, SharePoint and Office apps.
• Configure, deploy and support laptops, desktops and mobile devices.
• Assist with onboarding, device setup, replacements and refresh programmes.
• Support meeting-room technology, hybrid working and collaboration tools.
• Help with user accounts, password resets, authentication and access requests.
• Maintain records and documentation in the ITSM platform.
• Work to service levels and escalate to specialists as needed.
• Create and maintain knowledge articles and technical documentation.
• Identify recurring issues and contribute to process improvements.
• Support service improvement, automation and self-service initiatives.
• Participate in major incident support, team meetings, training and reviews.

Skills

Windows 10/11

Microsoft 365

End-user support

Customer service

Communication skills

ITSM experience

Problem solving

Multitasking

Documentation

Independent working

Tools

ITSM platform

Active Directory / Microsoft Entra ID

Job description

Established in 1963, Fred. Olsen Ltd focuses primarily on the Renewable Energy, Forest Management, Logistics and Travel Sectors. Established and based in the UK, but operating globally, we operate with innovation, service and dependability in mind, and supply a central service function in Finance, HR, IT and Facilities services to the UK companies under our umbrella which include:

• The Natural Power Consultants
• ZX Lidars
• ZX Measurement Services

As a company we have a family culture, our success is anchored in an authentic heritage. Delivering our vision is down to the passion of our people, and we are proud to create opportunities for everyone to thrive and grow.

We are seeking a customer-focused IT Support Analyst to join our Infrastructure & Service team. The successful candidate will provide excellent first-line and desktop support services while helping colleagues make the most of Microsoft 365 and modern workplace technologies.

This role is ideal for someone who enjoys solving problems, helping people and building their technical capabilities within a professional IT support environment. The position offers exposure to a broad range of technologies and provides opportunities for future progression into specialist infrastructure, cloud, workplace or service management roles.

Attached to this advert you will find a full overview of the fantastic benefits we offer, along with a detailed Job Profile for this position.

What you’ll be doing

• Provide professional and responsive 1st and 1.5 line IT support across the business.
• Act as a trusted point of contact for technology-related incidents, requests and general enquiries.
• Troubleshoot and resolve issues across Windows devices, Microsoft 365, hardware, software and peripherals.
• Support Microsoft Outlook, Teams, OneDrive, SharePoint and Office applications.
• Configure, deploy and support laptops, desktops and mobile devices.
• Assist with onboarding, device setup, replacements and refresh programmes.
• Support meeting-room technology, hybrid working and collaboration tools.
• Help with user accounts, password resets, authentication and access requests.
• Maintain accurate records, updates and documentation within the ITSM platform.
• Work within agreed service levels and elevate issues to specialist teams when required.
• Create and maintain knowledge articles and technical documentation.
• Identify recurring issues and contribute to improvements in support processes and user experience.
• Support service improvement, automation and self-service initiatives.
• Participate in major incident support, team meetings, training and service reviews.

What we’re looking for

You’ll have experience working in an IT Support Analyst, Service Desk Analyst or Desktop Support position, ideally within a corporate environment.

You’ll bring:

• Strong troubleshooting skills across Windows and Microsoft 365.
• Experience supporting end users and delivering excellent customer service.
• Excellent written and verbal communication skills.
• Experience working with an IT service management (ITSM) platform.
• Strong problem-solving and analytical abilities.
• The ability to manage multiple priorities while maintaining ownership of issues.
• A proactive, collaborative approach and the confidence to work independently.
• Experience documenting technical solutions and support procedures.
• A genuine commitment to quality, continuous improvement and delivering a great user experience.

You’ll ideally have experience with:

• Windows 10/11
• Microsoft 365
• Outlook, Teams, OneDrive and SharePoint
• Microsoft Office applications
• Active Directory / Microsoft Entra ID
• Printers, monitors, docking stations and other peripherals

Networking

• TCP/IP
• DNS and DHCP
• VPN
• Basic network connectivity diagnostics

It would be great if you also have experience with:

• Microsoft Intune and Windows Autopilot
• Microsoft Entra ID and Azure services
• Microsoft Teams telephony
• Endpoint security technologies
• Halo ITSM or a similar platform
• PowerShell scripting and automation
• ITIL Foundation
• Microsoft Fundamentals or Associate certifications
• Supporting geographically distributed teams

Fred. Olsen Ltd offers a wide range of exciting employee benefits including but not limited to Axa Health Private Medical, Life Assurance, Enhanced Maternity & Paternity Pay, Discounted Travel, Cruise Concessions plus retail discounts and cash back incentives through our Boost Benefits scheme.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.

Our values are:

Customer Driven: We strive to look through the lens of each customer to ensure we continuously put their needs and expectations at the heart of everything we do.

Valuing Diversity: We believe differing views and experiences make us stronger. By working to create a representative and inclusive business, we can deliver the right solution to our customers in the right way.

Investing in people: We believe that by continuously seeking to grow personally and professionally develop our people, we can improve our future today.

Winning Together: We deliver our best outcomes and results when we all pull in the same direction, creating a positive team spirit where people feel valued, support each other and share in success together.

Doing the right thing: We pride ourselves on doing what is right and building trust in every situation with our people, customers and community.