IT Support Analyst: 1st/2nd Line, 365 & Hybrid

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

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.