Job Description

Join to apply for the Service Desk Analyst role at James Fisher and Sons plc

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 someone to join our Service Desk team, they will support James Fisher and its Group Companies. 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, the applicant 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 the first point of contact for IT issues and queries, delivering high-quality customer service
• Provide 1st Line Support, resolving most IT requests (hardware/software) at first contact
• Log and manage incidents via GBS service desk software with accuracy and attention to detail
• Assess business impact, assign appropriate SLAs, and escalate issues promptly when needed
• Own user issues from start to resolution, ensuring timely updates and clear communication
• Follow Incident Management procedures and maintain documentation and asset records
• Liaise with third-party suppliers to resolve issues and ensure SLA compliance
• Contribute to weekly service desk reporting and maintain support documentation/SOPs
• Be flexible to support out-of-hours work when required (by mutual agreement)

Qualifications and Experience

• Good technical foundation in a first/second line service desk role
• Ability to troubleshoot, diagnose, and resolve IT-related issues
• Experience with Incident Management and SLAs
• Proficiency in using service desk software and maintaining accurate records
• Ability to work effectively with Third Party Suppliers
• Strong problem-solving skills and attention to detail

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.