Service Desk Analyst

Service Desk Analyst
Full-Time, Permanent
Knutsford, Site-based

About Us
James Fisher is a global engineering services company. From our origins as a ship owner and operator, we’ve evolved to provide the expertise and innovative technology our customers need in the harshest of environments across Energy, Defence and Maritime Transport. We have a strong heritage built on the foundations of our people and innovation. Our strategy is centred around the One James Fisher ambition. We are building a stronger, more cohesive engineering service company operating in the Blue Economy.

• The Energy Division provides safe, sustainable products and services for two core markets, oil and gas and renewables.
• The Defence Division provides underwater systems and life support capabilities, for the defence and commercial diving markets.
• Maritime Transport is a leading provider of global maritime shipping and ship-to-ship (STS) transfer services.

Together, we are building a brighter, bolder and more innovative future.

The Role
We are looking for a Service Desk Analyst to join the team, supporting James Fisher and its Group Companies services. The primary objective of the role is to act as first point of contact for internal customers; troubleshoot, diagnose and resolve problems and/or escalate to the 2nd line support team to investigate and resolve.

On a daily basis, you will maintain ownership of faults and provide timely updates to internal customers ensuring faults are given the correct level of priority and meeting service level agreements.

We are looking for a candidate who has a good technical foundation in a first\second line service desk role and also excellent customer service skills, a willingness to pick the phone and liaise with our customers. There is opportunity for the right candidate to develop further within the department.

Principle Accountabilities

• Act as a single point of contact for IT issues and queries.
• Provide 1st Line Support and resolve a high percentage of incoming IT Support requests upon the first contact including troubleshooting of IT related issues (software & hardware).
• Ensure a swift response and analysis of new requests, escalating promptly if required.
• Assess the business impact of IT Incidents and accurately assign SLAs and follow escalation procedures.
  
• Take ownership of user issues, follow up the status on behalf of the user and communicate progress in a timely manner.
• Be fully conversant with Incident Management and SLAs.
• Follow procedures, maintain documentation and standards and collate and submit asset information as required.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Present a positive and helpful attitude to business customers.
• Publish, update, and utilise support documentation and Standard Operating Procedures (SOPs) to assist staff with requests for information.
• Arrange for Third Party support where problems cannot be resolved in-house.
• Liaise with and manage Third Party Suppliers in relation to resolving issues proactively.
• Be prepared to work out of hours if required (to be discussed & mutually agreed on a case-by-case basis where applicable).
• Always be “Service Oriented’ and look for improvements.
• Any other duties required to meet the SLAs and Business Objectives.

• Experience in a similar role together with any IT/Service Management qualification.
• Incident Management experience – Managing incidents including business expectations and communication.
• Reasonable comprehension of server and networking technology and protocols.
• Good all-round experience of desktop software products in particular Microsoft Office and Exchange.
• Understanding of ITIL methodology – ITIL Foundation qualification desirable.
• Experience in 3rd party contract liaison.
• A team player with great customer service and organisational skills.
• Excellent communication skills (verbal & written) and telephone manner.

Sounds like your ideal next step, click “Apply” now.

You can find out more about James Fisher & Sons group companies and valued behaviours by watching a short film here: We are One James Fisher - YouTube 

Due to the volume of applications we receive for our vacancies, on occasion applications may close before the deadline, so please apply early to avoid disappointment. 

James Fisher and Sons are committed to taking positive action on diversity and strongly encourage applications for candidates from all backgrounds. We are proud to be a Disability Confident employer and recognise that our success depends on our talented and diverse workforce. For more information Click here