Job Description

The Senior Service Delivery Analyst will act in a second line capacity of the IT Department and will be responsible for managing, supporting, maintaining, and upgrading the on-board IT infrastructure of the Northern Marine fleet. The position holder will provide remote IT support, and when required, on-board support to our vessels. The position offers development in IT knowledge and communication skills in a multicultural environment.


#

Key Responsibilities

Provide remote support to vessels, crew and on-board support (when needed) Install, configure and troubleshooting physical/virtual machines, laptops, printers, mobiles, tablets, storage systems and network devices (hardware, operating systems and software applications) Participate in the design and implementation of our vessels' IT infrastructure Monitor performance and ensure system availability and reliability Perform system and network updates/upgrades Maintain IT security and backup solutions Liaise with vendors, email providers and other IT personnel for problem resolution or when new tasks are needed Incident Management - review vessel support line queue and ensure tickets are owned and manged to resolution with focus on meeting SLA's Travel to vessels to perform vessel refresh/Service Transition of new vessels into management Assist with the creation of knowledge base articles for consumption of both service delivery colleagues and end users. Highlighting Continuous Service Improvements (CSIP's) to the Service Delivery Team Leader. Collaborate with stakeholders and application owners in the business to improve user awareness and knowledge of any new processes or procedure Supervise/Mentor Service Delivery analysts when there is a requirement to do so. Undertake other tasks that are considered to be relevant to the position Attend meetings where Vessel Support involvement is required (Major Incident/Change/Project Updates) Comply with Incident/Change/Problem Management procedures to establish standardised delivery of service
#

Candidate Essential Criteria

HNC/HND or equivalent experience Sustainable experience in a commercial, high volume ticket environment preferably within an IT Vessel Support environment, but not essential Excellent problem solving skills Excellent communication skills
#

Experience in the following in all or majority of these is essential: -

Networking (DHCP/DNS/VLAN/Routing) and Hardware Support Mobile Device, Thin Client, Desktop & Printer Hardware support Windows 7 & Windows 10 - Installation/Configuration/Support Windows Server Technologies Synology SCALE Hyper-V Antivirus Active Directory Administration Microsoft Exchange Experience Azure - Fundamentals MDM Administration - InTune Office 365 Admin VPN/Remote Access Support SCCM * Familiarisation with using ITSM tools (Fresh Service)