Support Analyst

Our 29-year journey rides on the passion of over 27,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 650+ diverse types of vessels.

Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.

In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET’s short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.

Job Position Summary  

• Acting as a face for our Digital/IT team, this role is a key point of contact for end users for IT incidents and service requests. The role manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.
• The service desk is a critical function of business operations including support to 600+ vessels under management and 20+ global offices.
• The role suits those used to working in a fast-paced, team environment with good communication skills.

Job Experience, Functional Knowledge and Qualifications   

A typical day will include covering responsibilities such as :

Handling Incidents, Service Requests and Identifying Trends

• Take ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement)
• Proactively Identify repeat issues or service risks and aid in prevention improving our customer service, internal processes and operations
• Share knowledge to our self-service portals and within the team to help incident resolution

IT Asset Management

• Ensure meeting room devices and collaboration tools (e.g., projectors) are functioning correctly for seamless operations
• Ensure devices are patched and up to date with operating system levels; resolve any devices not meeting compliance
• Provide phones, laptops, and other necessary equipment to new or transfer users to ensure seamless onboarding
• Regularly review stock levels of IT assets, ensuring adequate supplies in the storeroom and managing asset replenishment
• Manage IT assets throughout their lifecycle, from procurement to disposal, ensuring accurate tracking and reporting

Managing Vendors & Finances

• Obtain quotations, manage purchasing and invoicing for IT equipment and licenses obtaining best value for money
• Collaborate with vendors to ensure timely delivery of equipment and work with the finance team to ensure prompt payment

Relationship:

• INTERNAL: Daily interaction with all levels of organisation including remote workers, global office workers and ship-based personnel.
• EXTERNAL: Vendors - Suppliers of IT equipment and services

Job Experience, Functional Knowledge and Qualifications

ESSENTIAL - You MUST have this experience

• Excellent communication skills in both written and spoken English
• 2+ years experience working in Level 1 / Level 2 support role
• Strong customer focus – clearly identifies needs and finds solutions to meet them
• Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint 
• Good working knowledge of Desktop/Laptop hardware and OS (Windows/Linux) support
• Experience with IT asset management and automation tools such as Endpoint Central
• Audio-Video/Video Conferencing support
• Familiarity with ticketing systems for issue tracking and resolution – such as ZenDesk, ServiceNow or similar

DESIRABLE – It would be great if you also had 

• Industry certifications in: Microsoft 365, Cisco, ITIL
• Hands-on experience of working with Meraki/Cisco or other firewalls and switches 
• Project Management – running small-scale projects from inception to completion using good project management practices

Competencies

• Analysis and Problem Solving: Uses critical thinking to address problems. Able to perform root cause analysis on complex problems to identify underlying trends and put forward well-thought out solutions to address the causes
• Listening and Communicating: Listens and responds to the audience using active listening skills. Ask questions for clarification. Can speak and write clearly when interacting with onshore and offshore colleagues.
• Collaboration, Inclusion and Teamwork: A good team player that is personable, friendly, polite and takes the time to know people. Collaborates with onshore and offshore colleagues well.
• Customer focus: Understands the needs of the customer clarifying requirements and expectations. Adapts as necessary to changing requirements and is responsive, helpful with all requests. Sets high quality for service delivery.
• Planning and Organizing: Uses the supplied tools effectively, staying on top of routine tasks and planning for busy periods. Promptly Updates people when plans change.
• Initiative: Understand why things are the way they are. Set high standards for work. Take initiative to make simple improvements to processes within their own area. 
• Accountability: Responsible for delivery own work without unnecessary supervision. Always demonstrates integrity and ethical behaviour being a role model for others. Invites constructive feedback adjusting actions accordingly. Thinks through mistakes made and finds ways to prevent reoccurrence.

Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.