At a Glance
- Tasks: Provide advanced IT support and troubleshoot issues for users across the globe.
- Company: Join Fred. Olsen Ltd, a family-oriented company with a rich heritage.
- Benefits: Enjoy competitive salary, private medical, life assurance, and exciting discounts.
- Other info: Collaborate with global teams and enjoy excellent career growth opportunities.
- Why this job: Make a real impact by enhancing user experience in a dynamic tech environment.
- Qualifications: 4-6 years of IT support experience and strong troubleshooting skills required.
The predicted salary is between 36900 - 45100 £ per year.
Senior IT Support Analyst
Reference
Expiry date: 22:59, Wed, 23rd Sep 2026
Benefits: Axa Health Private Medical, Life Assurance, Enhanced Maternity Paternity Pay, Discounted Travel, Cruise Concessions plus retail discounts and cash back incentives through our Boost Benefits scheme.
Established in 1963, Fred.
Olsen Ltd focuses primarily on the Renewable Energy, Forest Management, Logistics and Travel Sectors.
Established and based in the UK, but operating globally, we operate with innovation, service and dependability in mind, and supply a central service function in Finance, HR, IT and Facilities services to the UK companies under our umbrella which include:
Fred.
Olsen Ltd
Fred.
Olsen Cruise Lines
Fred.
Olsen Travel
Fred.
Olsen Logistics
Fred.
Olsen Renewables
Fred.
Olsen Seawind
Forrest Estate
The Natural Power Consultants
KUDO
ZX Lidars
ZX Measurement Services
As a company we have a family culture, our success is anchored in an authentic heritage.
Delivering our vision is down to the passion of our people, and we are proud to create opportunities for everyone to thrive and grow.
We’re looking for a Senior IT Support Analyst to provide visible, business-aware IT support for FO Digital, working as an embedded member of our Cloud, Infrastructure & Service Tower.
This is a hands-on role for someone who combines strong technical troubleshooting skills with excellent customer service and a genuine sense of ownership.
You’ll be a key local point of contact for our US users, helping resolve issues quickly while working closely with our UK and global technology teams, suppliers and specialist partners.
You’ll play an important role in improving responsiveness, first-time resolution and the overall user experience, while ensuring effective escalation, communication and handovers across time zones.
Reporting to the Service Desk Manager, the Senior IT Support Analyst acts as a technical escalation point within the IT Support team, providing advanced support across end-user computing, infrastructure, applications, and cloud services.
The role combines hands-on problem resolution with mentoring and knowledge sharing, ensuring high-quality service delivery, operational stability, and continuous improvement.
Working closely with Service Desk, Infrastructure, Applications, and business stakeholders, the postholder will drive issue resolution, improve user experience, and support the ongoing transformation of IT services across Fred.
Olsen.
Duties & Responsibilities
- Customer & End-User Support
- Provide advanced 1st-line and strong 2nd-line IT support.
- Be a visible local point of ownership for incidents and service requests.
- Triage, diagnose and resolve issues, keeping users informed throughout.
- Own issues through to resolution or effective escalation, with clear documentation and handovers.
- Support onboarding, device setup, access requests and day-to-day workplace technology.
- Technical Support & Administration
- Support Windows devices, laptops, mobiles, printers, peripherals and meeting-room technology.
- Troubleshoot Microsoft 365, including Outlook, Teams, One Drive, Share Point and Office.
- Support endpoint, identity, access and device-management administration within agreed controls.
- Diagnose VPN, Wi-Fi, connectivity and local network issues, coordinating escalation where required.
- Provide selected 3rd-line troubleshooting where appropriate.
- Support Natural Power applications and operational systems, working with application owners and suppliers when required.
- Follow FO Digital incident, request, problem, change and major-incident processes.
- Use Halo ITSM effectively for ticket management, prioritisation, knowledge and escalation.
- Identify recurring issues and contribute to root-cause and problem-management activities.
- Create and maintain knowledge articles, runbooks and support procedures.
- Support service transitions, projects, testing and operational readiness.
- Contribute to service reviews, KPI reporting and improvement plans.
- Collaboration & Stakeholder Engagement
- Build trusted relationships with users, managers and local stakeholders.
- Collaborate with UK Service Desk, Infrastructure, Modern Workplace, Security, Data and Software teams.
- Provide structured US/UK handovers and coordinate with Network ROI where required.
- Work with suppliers and specialists while retaining ownership of the user experience.
- Communicate clearly and in business language during priority incidents.
- Travel up to 10% as required.
Skills & Experience
- 4-6 years of progressive IT support experience, including at least 2nd-line support.
- Strong Windows endpoint and Microsoft 365 troubleshooting skills.
- Experience with identity and access, endpoint/device management and remote access.
- Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi and VPN troubleshooting.
- Experience using an ITSM platform and structured incident, request and change processes.
- Ability to work independently, prioritise effectively and escal
- Excellent communication and customer-service skills, with a strong ownership mindset.
- Experience collaborating across geographically distributed teams and delivering effective handovers.
- Willingness to travel occasionally to other Natural Power offices.
- Degree in IT, Computer Science or a related field, or equivalent professional experience.
- Experience with Microsoft Entra ID, Intune, Active Directory, Azure and endpoint security.
- Experience in engineering, consultancy, renewable energy or project-based organisations.
- Halo ITSM or comparable enterprise ITSM experience.
- Experience coordinating suppliers and supporting business-critical applications.
- Power Shell or other automation experience.
- Microsoft, ITIL, Comp TIA or equivalent certifications.
Attached to this advert you will find a full overview of the fantastic benefits we offer, along with a detailed Job Profile for this position.
Fred.
Olsen Ltd offers a wide range of exciting employee benefits including but not limited to Axa Health Private Medical, Life Assurance, Enhanced Maternity & Paternity Pay, Discounted Travel, Cruise Concessions plus retail discounts and cash back incentives through our Boost Benefits scheme.
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.
We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested.
If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.
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Senior IT Support Analyst in Glasgow employer: Fred. Olsen
Fred. Olsen Ltd is an exceptional employer, rooted in a family culture that prioritises innovation and dependability across its global operations. As a Service Desk Manager, you will not only lead a transformative digital support function but also benefit from a wealth of employee perks, including private medical insurance and generous parental leave. With a strong commitment to professional development and a focus on creating an inclusive environment, Fred. Olsen Ltd offers a rewarding workplace where your contributions are valued and growth opportunities abound.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Support Analyst in Glasgow
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Fred. Olsen values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Fred. Olsen might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Fred. Olsen!
✨Direct Apply to Fred. Olsen
Let's not forget to apply directly through the Fred. Olsen website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior IT Support Analyst in Glasgow
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Fred. Olsen.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Fred. Olsen. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Fred. Olsen
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
