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Service Desk Analyst
James Fisher And Sons Plc
First point of contact for IT issues, providing high-quality customer service and delivering technical support
15d ago
Junior (1-3 years), Intermediate (4-7 years)
Full Time
Knutsford, England, United Kingdom
Office Full-Time
Company Size
1,899 Employees
Service Specialisms
Marine engineering services
Decommissioning
Digital twin / Asset information services
Diving and ROV services
Ship-to-ship transfers
Port agency
Subsea inspection, repair and maintenance
Renewable energy services
Sector Specialisms
Energy
Marine
Defence
Oil and Gas
Renewable Energy
Shipping
Nuclear
Ports and Terminals
Role
What you would be doing
it support
incident logging
sla management
vendor liaison
issue ownership
fault management
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.
- Provide 1st Line Support, resolving most IT requests (hardware/software) at first contact
- Assess business impact, assign appropriate SLAs, and escalate issues promptly when needed
- Log and manage incidents via GBS service desk software with accuracy and attention to detail
- Act as the first point of contact for IT issues and queries, delivering high-quality customer service
- Liaise with third-party suppliers to resolve issues and ensure SLA compliance
- Be flexible to support out-of-hours work when required (by mutual agreement)
- Own user issues from start to resolution, ensuring timely updates and clear communication
- Contribute to weekly service desk reporting and maintain support documentation/SOPs
- Follow Incident Management procedures and maintain documentation and asset records
What you bring
troubleshoot
communication
problem-solving
service desk
incident management
slas
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.
- Ability to troubleshoot, diagnose, and resolve IT-related issues
- Excellent communication skills (verbal & written)
- Ability to work effectively with Third Party Suppliers
- Excellent customer service skills
- Strong problem-solving skills and attention to detail
- Proficiency in using service desk software and maintaining accurate records
- Experience with Incident Management and SLAs
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- third-party suppliers' involvement may require background checks
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Company
Overview
£437m Revenue
Annual Revenue
The company generates over £437 million annually, showcasing its significant presence in the global market.
Founded 1847
Founding Year
Established in 1847, the company has a rich history and has evolved into a leading maritime engineering firm.
- Evolved into a global marine engineering powerhouse.
- A global marine engineering powerhouse.
- Fleet underpins ocean-going and coastal transport alongside specialized technical services across energy, defence, and renewables.
- Pioneered heavy-lift sea transport and nuclear-fuel carriage in the 1960s, and later developed deep-sea rescue submarines.
- Typical projects include offshore oil decommissioning, diving, and ROV operations, and submarine rescue missions.
- With subsidiaries like Fendercare, Divex, and JFD, serves sectors from energy and marine to defense, nuclear, ports, and infrastructure.
- In 2005, helped rescue seven Russian sailors using its Scorpio 45 submersible—an unusual highlight in its history.
- Committed to safety and environmental protection.
- Striving for excellence in every business aspect.
- Operating with integrity at the core.
- Collaborating with respect, trust, and shared values.
- Delivering value for customers and stakeholders.
- Innovation is essential for market leadership.
2050 Target
Net Zero Goal
Achieving net zero carbon emissions by a set未来年份.
- Aims to reduce carbon footprint through low-carbon technologies and energy-efficient processes.
- Focus on reducing energy consumption, waste, and emissions within operations.
- Promotes sustainable practices across all business units.
- Progress towards environmental goals is regularly reported and tracked.
- The company has a commitment to increasing gender diversity within the company.
- They aim for a balanced workforce with equal opportunities for all genders.
- The company has initiatives in place to promote diversity in leadership roles.
- Ongoing efforts to track and report gender-related statistics, aiming for gender parity in all levels of the organization.
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