Service Desk Analyst

PentenAmio; Tewkesbury; On-site; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Life Insurance - X4 Salary

Private Health Scheme

EV Salary Sacrifice scheme

Salary Sacrifice Company Pension, up

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 team in the UK. You will respond to incidents, troubleshoot issues, and support Windows and Linux desktops within secure environments.

Collaborate with service, engineering and customer success teams, while delivering training and maintaining knowledge articles. The role emphasizes strong communication, ITIL awareness, and the ability to work independently or in a multidisciplinary team.

Qualifications

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

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

Troubleshooting

Communication

Customer service

Independent work

Problem solving

Structured approach

Education

Relevant IT qualification

Tools

Freshdesk

Jira

ServiceNow

Microsoft Office

Confluence

SharePoint

Job description

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.

Across the UK and Australia, PentenAmio combines a legacy of knowledge and proven delivery across secure mobility and AI-driven deception technologies. Our work spans Government and Defence markets across civil and military applications, powering intelligent advantage on a global scale.

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
• Experience supporting secure communications environments
• Understanding of Wi‑Fi network configuration and troubleshooting
• Prior service desk or technical support experience in government or defence environments

Why Work at PentenAmio?

At PentenAmio, we value our employees and offer a comprehensive benefits package, including:

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

Qualifications & Eligibility

To be eligible for this position you must:

• 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.