Senior IT Support Analyst – Global IT & US User Support

Vacancy Filler; Glasgow; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Life assurance

Maternity & paternity pay

Discounted travel

Cruise concessions

Retail discounts & Boost Benefits

Job summary

Fred. Olsen Ltd is seeking a Senior IT Support Analyst to provide hands‑on, business‑aware IT support for FO Digital. You will partner with UK and US teams, suppliers and specialists to improve first‑time resolution and user experience across end‑user computing, applications and cloud services.

You will mentor peers, manage escalations, and contribute to continuous service improvements while travelling up to 10% to support global IT operations.

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
• 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‑ and 2nd‑line IT support and act as a local ownership point for incidents
• Triage, diagnose, and resolve issues with clear documentation and handovers
• Support onboarding, device setup, access requests and day‑to‑day workplace technology
• Troubleshoot Windows devices, Microsoft 365 apps, and network connectivity
• Follow incident, request, problem, change and major‑incident processes and contribute to improvements
• Build trusted relationships with users and stakeholders; travel up to 10% as required

Skills

Windows troubleshooting

Microsoft 365

IT support

Customer service

Communication

Travel readiness

Education

Degree in IT / Computer Science

Tools

Halo ITSM

Active Directory

Azure

Job description

Fred. Olsen Ltd is seeking a Senior IT Support Analyst to provide hands‑on, business‑aware IT support for FO Digital. You will partner with UK and US teams, suppliers and specialists to improve first‑time resolution and user experience across end‑user computing, applications and cloud services.

You will mentor peers, manage escalations, and contribute to continuous service improvements while travelling up to 10% to support global IT operations.