IT Support Analyst

Fred. Olsen; Glasgow; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

AXA Health medical

Life Assurance

Discounted holidays

Boost Benefits scheme

Job summary

Fred. Olsen Ltd in Glasgow is seeking a customer-focused IT Support Analyst to join our Infrastructure & Service team.

You will provide excellent 1st and 1.5 line IT support across Windows devices, Microsoft 365 and peripherals, helping colleagues make the most of modern workplace technologies. This role offers exposure to a broad range of technologies and opportunities for progression into specialist infrastructure, cloud, workplace or service management roles, with a competitive benefits

Qualifications

• Experience in IT Support Analyst / Service Desk / Desktop Support in a corporate environment.

Responsibilities

• Provide professional 1st and 1.5 line IT support across the business.
• Act as a trusted contact for incidents, requests and enquiries.
• Troubleshoot Windows devices, Microsoft 365, hardware, software and peripherals.
• Support Outlook, Teams, OneDrive, SharePoint and Office apps.
• Configure and support laptops, desktops and mobile devices.
• Assist with onboarding, device setup and refresh programmes.
• Support meeting-room tech, hybrid working and collaboration tools.
• Manage user accounts, password resets and access requests.
• Maintain accurate records in the ITSM platform.
• Work within service levels and escalate to specialists when needed.
• Create knowledge articles and documentation.
• Identify recurring issues and drive process improvements.
• Support service improvement, automation and self-service initiatives.

Skills

Windows 10/11

Microsoft 365

Outlook/Teams/SharePoint

End user support

ITSM

Customer service

Communication

Problem solving

Prioritisation

ITIL Foundation

Tools

Microsoft Entra ID

Halo ITSM

PowerShell

Azure services

Job description

We are excited you have visited our Careers page. We are seeking talented individuals that are excellent in their field of expertise and are posed with all potential and skills necessary to help us meet future business challenges.

Position not right for you?
Share it with someone you know.

IT Support Analyst

Reference: AUG20269414

Expiry date: 2026-09-03 22:59:00.000

Location: Glasgow

Salary: Competitive

Benefits: AXA Health medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our Boost Benefits scheme

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 delivery 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.