Senior IT Support Analyst

Fred. Olsen Ltd.; Glasgow; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Life Assurance

Enhanced parental pay

Cruise concessions

Retail discounts

Job summary

Fred. Olsen Ltd invites applications for a Senior IT Support Analyst to deliver hands-on IT support for FO Digital, serving US users from the UK. The role blends technical troubleshooting with strong customer service, acting as a local escalation point and collaborating with global teams and suppliers.

You’ll improve response times, first-time resolution, and user experience, while guiding knowledge sharing and IT service stability across the organisation.

Qualifications

• 4-6 years of progressive IT support experience, including 2nd-line support.
• Strong Windows endpoint and Microsoft 365 troubleshooting skills.
• Experience with identity and access, endpoint/device management and remote access.
• Working knowledge of TCP/IP, DNS, DHCP, Wi‑Fi and VPN troubleshooting.
• Experience using an ITSM platform and structured incident, request and change processes.
• Excellent communication and customer-service skills, with ownership mindset.

Responsibilities

• Provide advanced 1st-line and strong 2nd-line IT support.
• Be a visible local point of ownership for incidents and service requests.
• Triage, diagnose and resolve issues, keeping users informed throughout.
• Own issues through to resolution or escalation with clear documentation.
• Support onboarding, device setup, access requests and day-to-day workplace technology.
• Troubleshoot Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Coordinate with UK/US teams and suppliers for effective handovers.

Skills

2nd-line support

Windows troubleshooting

Microsoft 365

Identity & access

Network basics

ITSM tools

Strong communication

Cross-team collaboration

Travel readiness

Education

Degree in IT/CS

Tools

Intune

Azure AD

Active Directory

PowerShell

Halo ITSM

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:

Fred. Olsen Ltd
Fred. Olsen Cruise Lines
Fred. Olsen Travel
Fred. Olsen Logistics
Fred. Olsen Renewables
Fred. Olsen Seawind
Forrest Estate
The Natural Power Consultants
KUDO
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’re looking for aSenior IT Support Analyst to provide visible, business-aware IT support for FO Digital, working as an embedded member of our Cloud, Infrastructure & Service Tower. This is a hands-on role for someone who combines strong technical troubleshooting skills with excellent customer service and a genuine sense of ownership. You’ll be a key local point of contact for our US users, helping resolve issues quickly while working closely with our UK and global technology teams, suppliers and specialist partners.

You’ll play an important role in improving responsiveness, first-time resolution and the overall user experience, while ensuring effective escalation, communication and handovers across time zones.

Reporting to the Service Desk Manager, the Senior IT Support Analyst acts as a technical escalation point within the IT Support team, providing advanced support across end-user computing, infrastructure, applications, and cloud services. The role combines hands‑on problem resolution with mentoring and knowledge sharing, ensuring high‑quality service delivery, operational stability, and continuous improvement. Working closely with Service Desk, Infrastructure, Applications, and business stakeholders, the postholder will drive issue resolution, improve user experience, and support the ongoing transformation of IT services across Fred. Olsen.

Duties & Responsibilities:

Customer & End-User Support

• Provide advanced 1st-line and strong 2nd-line IT support.
• Be a visible local point of ownership for incidents and service requests.
• Triage, diagnose and resolve issues, keeping users informed throughout.
• Own issues through to resolution or effective escalation, with clear documentation and handovers.
• Support onboarding, device setup, access requests and day-to-day workplace technology.

Technical Support & Administration

• Support Windows devices, laptops, mobiles, printers, peripherals and meeting-room technology.
• Troubleshoot Microsoft 365, including Outlook, Teams, OneDrive, SharePoint and Office.
• Support endpoint, identity, access and device-management administration within agreed controls.
• Diagnose VPN, Wi‑Fi, connectivity and local network issues, coordinating escalation where required.
• Provide selected 3rd‑line troubleshooting where appropriate.
• Support Natural Power applications and operational systems, working with application owners and suppliers when required.

Service Management & Continuous Improvement

• Follow FO Digital incident, request, problem, change and major‑incident processes.
• Use Halo ITSM effectively for ticket management, prioritisation, knowledge and escalation.
• Identify recurring issues and contribute to root‑cause and problem‑management activities.
• Create and maintain knowledge articles, runbooks and support procedures.
• Support service transitions, projects, testing and operational readiness.
• Contribute to service reviews, KPI reporting and improvement plans.

Collaboration & Stakeholder Engagement

• Build trusted relationships with users, managers and local stakeholders.
• Collaborate with UK Service Desk, Infrastructure, Modern Workplace, Security, Data and Software teams.
• Provide structured US/UK handovers and coordinate with Network ROI where required.
• Work with suppliers and specialists while retaining ownership of the user experience.
• Communicate clearly and in business language during priority incidents.
• Travel up to 10% as required.

Skills & Experience:

Essential

• 4-6 years of progressive IT support experience, including at least 2nd-line support.
• Strong Windows endpoint and Microsoft 365 troubleshooting skills.
• Experience with identity and access, endpoint/device management and remote access.
• Working knowledge of TCP/IP, DNS, DHCP, Wi‑Fi and VPN troubleshooting.
• Experience using an ITSM platform and structured incident, request and change processes.
• Ability to work independently, prioritise effectively and escape appropriately.
• Excellent communication and customer-service skills, with a strong ownership mindset.
• Experience collaborating across geographically distributed teams and delivering effective handovers.
• Willingness to travel occasionally to other Natural Power offices.

Desirable

• Degree in IT, Computer Science or a related field, or equivalent professional experience.
• Experience with Microsoft Entra ID, Intune, Active Directory, Azure and endpoint security.
• Experience in engineering, consultancy, renewable energy or project-based organisations.
• Halo ITSM or comparable enterprise ITSM experience.
• Experience coordinating suppliers and supporting business‑critical applications.
• PowerShell or other automation experience.
• Microsoft, ITIL, CompTIA or equivalent certifications.

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.

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.