Senior Service Delivery Analyst

Location: Clydebank, Scotland

Onsite + Hybrid Working Options

Travel Requirements: Flexibility to travel to sites as required, both domestically and internationally

Role Overview:

We are looking for a Senior Service Delivery Analyst to join our Service Delivery 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 birthday
• Option to buy or sell up to 5 additional leave days per year
• 12.5% non-contributory pension
• Bupa private medical insurance
• Hybrid working model offering flexibility between home and office
• Subsidised onsite lunches
• Free electric vehicle charging stations and parking facilities

To be considered for this role please apply today or contact Sophie at Nine Twenty for more details.