Senior Service Delivery Analyst

27th Jun 2025

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)

Closing date: 11th Jul 2025

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