Service Desk Analyst

PentenAmio; Tewkesbury; On-site; GBP 31,000 - 33,000; Full time

Benefits offered by this job

Life Insurance - X4 Salary

Private Health Scheme

EV Salary Sacrifice scheme

Pension with 10% employer match

25 Days Holiday + Bank/Public Holidays

Enhanced Maternity & Paternity leave

Free on-site parking

Casual dress code

Free fruit in the office

Job summary

PentenAmio is seeking a Service Desk Analyst to join our on-site team in Tewkesbury. You will respond to incidents via email, phone, and ticketing systems, perform advanced troubleshooting, and assist in hardware provisioning and system setup.

You will work with engineering, cyber operations, and customer success to ensure timely resolution of incidents, maintain documentation, and support ongoing process improvements. DV clearance is required.

Qualifications

• Strong technical troubleshooting and analytical skills.
• Proven experience supporting Windows and Linux desktop environments.
• Understanding of IT networks and infrastructure fundamentals.
• Working knowledge of ITIL principles and processes.
• Experience using ITSM tools such as Freshdesk, Jira or ServiceNow.
• Proficiency with Microsoft Office and collaboration tools (Confluence, SharePoint).
• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to stay calm under pressure.
• Self-motivated and capable of working independently or within a multi-disciplinary team.
• Structured and methodical approach to problem solving and task management.

Responsibilities

• Respond to incoming issues, queries, and service requests via email, phone, and ticketing systems.
• Perform advanced troubleshooting and root cause analysis for end-user incidents.
• Support hardware provisioning and system setup activities.
• Support and participate in Major Incident and Problem Management processes.
• Create and maintain process documentation, user guides, and technical knowledge articles.
• Deliver training and onboarding support to service desk analysts.
• Collaborate with technical teams to ensure timely resolution of incidents and problems.
• Contribute to inter-team knowledge sharing and workload management.
• Support communication of service or customer-impacting issues to management.
• Champion service quality and continuous improvement initiatives.

Skills

Technical troubleshooting

Windows desktop

Linux desktop

IT networks

ITIL processes

Customer service orientation

Communication skills

Tools

Freshdesk

Jira

ServiceNow

Confluence

SharePoint

Job description

About PentenAmio

PentenAmio is a leading provider of advanced digital security solutions that power national security and resilience across the UK, Australia and our allies. Focused on solving complex digital challenges that others avoid, we embrace the impossible to deliver transformative technologies that protect those who protect us.

Location

Tewkesbury (On-Site)

Salary

£31,000 - £33,000

Clearance Required

DV

Typical Activities

Working In Collaboration With Internal Stakeholders Across Service Desk, Engineering, Cyber Operations And Customer Success Teams, The Service Desk Analyst Will

• Respond to incoming issues, queries, and service requests via email, phone, and ticketing systems
• Perform advanced troubleshooting and root cause analysis for end-user incidents
• Support hardware provisioning and system setup activities
• Support and participate in Major Incident and Problem Management processes
• Create and maintain process documentation, user guides, and technical knowledge articles
• Deliver training and onboarding support to service desk analysts
• Collaborate with technical teams to ensure timely resolution of incidents and problems
• Contribute to inter-team knowledge sharing and workload management
• Support communication of service or customer-impacting issues to management
• Champion service quality and continuous improvement initiatives

What We're Looking For

• Strong technical troubleshooting and analytical skills
• Proven experience supporting Windows and Linux desktop environments
• Understanding of IT networks and infrastructure fundamentals
• Working knowledge of ITIL principles and processes
• Experience using ITSM tools such as Freshdesk, Jira or ServiceNow
• Proficiency with Microsoft Office and collaboration tools (e.g., Confluence, SharePoint)
• Excellent verbal and written communication skills
• Strong customer service orientation and ability to stay calm under pressure
• Self-motivated and capable of working independently or within a multi-disciplinary team
• Structured and methodical approach to problem solving and task management

Desirable

• Experience supporting secure communications environments
• Exposure to Apple mobile device management platforms
• Understanding of Wi-Fi network configuration and troubleshooting
• Unix/Linux administration experience
• Prior service desk or technical support experience in government or defence environments

Why Work at PentenAmio?

• Life Insurance - X4 Salary
• Private Health Scheme
• EV Salary Sacrifice scheme
• Salary Sacrifice Company Pension, matched up to 10%
• 25 Days Holiday + Bank/Public Holidays
• Enhanced Maternity & Paternity leave

Additional perks

• Free on-site parking
• Casual dress code
• Free fruit in the office

Qualifications & Eligibility

• Hold a relevant IT qualification or have a years' experience in a similar support role; and,
• Be a British citizen; and
• Hold or be eligible for UK National Security Vetting (NSV) - DV level clearance.

PentenAmio is committed to providing equality of opportunity for all. We aim to ensure our workplaces are free from discrimination and that our current and future colleagues are treated fairly and with dignity and respect. Please inform us of any reasonable adjustments that we may need to make.