Senior IT Support Analyst: End-User & Cloud Troubleshooter

Fred. Olsen Ltd; Glasgow; On-site; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Axa Health Private Medical

Life Assurance

Enhanced Maternity/Paternity Pay

Discounted Travel

Cruise Concessions

Boost Benefits scheme

Job summary

Fred. Olsen Ltd is seeking a Senior IT Support Analyst to deliver hands-on IT support as part of FO Digital. You will be embedded with Cloud, Infrastructure & Service Tower, serving US users and coordinating with UK/global teams, suppliers and partners.

You will improve response times, first-time resolutions and user experience, while ensuring effective escalation, communication and handovers across time zones. Reporting to the Service Desk Manager.

Qualifications

• 4-6 years of progressive IT support experience, incl. 2nd-line.
• Strong Windows endpoint and Microsoft 365 troubleshooting.
• Experience with identity, access and device-management administration.
• Experience with TCP/IP, DNS, DHCP, Wi-Fi, VPN troubleshooting.

Responsibilities

• Provide advanced 1st- and strong 2nd-line IT support.
• Be a visible local point of ownership for incidents and service requests.
• Triage, diagnose and resolve issues, with clear documentation and handovers.
• Support onboarding, device setup, access requests and day-to-day workplace technology.
• Follow ITSM processes and use Halo ITSM for ticket management.

Skills

Windows support

Microsoft 365

Identity & Access

Endpoint management

VPN troubleshooting

ITSM tools

Customer service

Cross-team collaboration

Education

Degree in IT / Computer Science

Tools

Halo ITSM

Intune

Azure Active Directory

PowerShell

Azure

Job description

Fred. Olsen Ltd is seeking a Senior IT Support Analyst to deliver hands-on IT support as part of FO Digital. You will be embedded with Cloud, Infrastructure & Service Tower, serving US users and coordinating with UK/global teams, suppliers and partners.

You will improve response times, first-time resolutions and user experience, while ensuring effective escalation, communication and handovers across time zones. Reporting to the Service Desk Manager.