Senior IT Support Analyst

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 aSenior 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.

• 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.

• Support Windows devices, laptops, mobiles, printers, peripherals and meeting-room technology.
• Troubleshoot Microsoft 365, including Outlook, Teams, One Drive, SharePoint 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.

• B…