Senior Service Delivery Analyst

Job DescriptionLocation: Clydebank, ScotlandOnsite + Hybrid Working Options Travel Requirements: Flexibility to travel to sites as required, both domestically and internationallyRole Overview: We are looking for a Senior Service Delivery Analyst to join our IT Operations team in a second-line capacity. This role is focused on supporting, maintaining, and enhancing IT infrastructure across a global fleet of vessels. The successful candidate will provide remote technical support and will occasionally travel on-site to deliver in-person assistance. This is an excellent opportunity to join a well nurtured team, deepen your technical expertise and grow within a diverse, international environment.Key Responsibilities:Deliver second-line remote support to vessel-based personnel, with occasional on-site travel for critical tasks.Install, configure, and troubleshoot a variety of hardware and software including servers, laptops, mobile devices, storage systems, and networking equipment.Assist in designing and implementing onboard IT infrastructure for new and existing vessels.Monitor systems to ensure optimal performance and reliability.Conduct routine system and network upgrades.Enforce IT security protocols and manage backup systems.Coordinate with external vendors and service providers for issue resolution and project execution.Manage and resolve incidents in line with SLAs using ITSM tools.Participate in IT onboarding and vessel refresh projects.Develop and maintain internal knowledge base documentation.Recommend service improvements and contribute to process enhancement.Support end-user training and communication related to IT procedures.Mentor junior support analysts when required.Attend meetings on incidents, changes, and project updates.Follow standardised procedures for Incident, Change, and Problem Management.Candidate Requirements:HNC/HND or equivalent relevant experience.Strong background in a fast-paced IT support environment, ideally with remote user support.Excellent problem-solving and communication skills.Technical Experience Required:Networking fundamentals (DNS, DHCP, VLANs, Routing).Desktop, thin client, mobile, and printer hardware support.Windows 7 & 10: installation and support.Windows Server Technologies.Synology and SCALE storage platforms.Hyper-V virtualisation.Antivirus software administration.Active Directory and Microsoft Exchange.Microsoft Azure (fundamentals).Microsoft Intune MDM.Office 365 Administration.VPN and remote access tools.System Centre Configuration Manager (SCCM).ITSM platforms (e.g., Freshservice).Employee Benefits:30 days of annual leave, plus an additional day off for your birthdayOption to buy or sell up to 5 additional leave days per year12.5% non-contributory pensionBupa private medical insuranceHybrid working model offering flexibility between home and officeSubsidised onsite lunchesFree electric vehicle charging stations and parking facilitiesTo be considered for this role please apply today or contact Sophie at Nine Twenty for more details.

Created: 2025-06-25