Senior IT 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.

This senior position must be able to work with minimal supervision and take the lead in assigned projects and proactively identify problem issues and areas for improvements on a regular basis.

The service desk is a critical function of business operations including providing support to 650+ vessels under management and 20+ global offices. The role suits those used to working in a fast-paced, team environment and someone with strong communication skills.

Key Roles and Responsibilities

A typical working day may include the following activities:

Problem Management

• Reviewing common incidents performing analysis to identify root causes
• Determine solutions to address root causes proactively and land these changes across the team
• Incident and Service Request Management
• Take ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement)
• Supporting IT Infrastructure covering local and cloud-based systems as directed

Vendor Management & Finances

• Obtain quotations, manage the purchasing and invoicing for IT equipment / licences obtaining the best value for money for
• organisation
• Manage IT assets through their lifecycle from purchase to disposal
• Actively participate in monthly service reviews with vendors by sharing key points and areas for improvement

Teamwork & Sharing Knowledge

• Work with other team members across Digital/IT to share knowledge and experience
• Contribute to broader department goals – such as Cybersecurity, Hardware Renewals, etc

Manage projects for onboarding new solutions or improvements within IT Operations

Relationship

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

Job Experience, Functional Knowledge and Qualification

ESSENTIAL

• Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support
• Good working knowledge of Mobile Device Management using tools such as Intune
• Excellent communication skills in both written and spoken English
• Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint
• Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls, data and voice switches
• Experience with IT asset management and automation tools such as Endpoint Central
• Evidence to demonstrate improvements delivered to address root causes for issues
• Ability to independently manage small-scale project from inception to successful implementation

DESIRABLE

• Industry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Security, or ITIL
• Project Management qualifications or more extensive experience in handling medium-large scale implementations
• Linux knowledge
• Feeding requirements into RFP/Vendor selection process and assisting in assessments

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: Focuses on the individual they are communicating with. Writes and expresses thoughts clearly adjusting as necessary to the audience. Asks questions to clarify.
• Collaboration, inclusion, and teamwork: A good team player that is personable, friendly, polite and takes the time to know people. Helps new colleagues and visitors feel welcome. Mentors and encourages junior members.
• 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 for structured project planning for optimal time use. Balances competing priorities. Promptly Updates people when plans change and keeps them apprised of progress. Adjusts own plans based on FML strategies and plans.
• Initiative: Challenges existing ways of doing things. Looking for continuous improvement without being asked. Identifies ways to improve efficiency and effectiveness in own work and others in the team
• 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.