Service Desk Analyst

JR United Kingdom; Tewkesbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading cyber technology company is seeking a Service Desk Analyst in Tewkesbury. The successful candidate will be responsible for handling support requests, troubleshooting technical issues, and maintaining communication with users. The role involves flexible working hours and participation in an on-call roster. A comprehensive benefits package is offered, including life insurance, health schemes, and generous holiday allowances.

Benefits

Life Insurance - X4 Salary

Private Health Scheme with no medical history checks

Cycle to Work scheme

Enhanced Maternity & Paternity leave

Free on-site parking

Qualifications

• Must be a British citizen.
• Hold or be able to obtain a NSV-DV clearance.
• Experience with Windows and Linux desktop environments.

Responsibilities

• Handle incoming issues and help requests from end users.
• Provide advanced troubleshooting for customer incidents.
• Collaborate with other teams to drive incident resolution.

Skills

Technical Proficiency

Good Troubleshooting Ability

Excellent Communication

Education

ITIL Certification

Previous Experience as a Service Desk Analyst

Tools

ITSM Ticketing Systems (e.g., Freshdesk, Jira, ServiceNow)

Knowledge Systems (Confluence, SharePoint)

Microsoft Office

Job description

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PentenAmio is a multi-award winning cyber technology company dedicated to strengthening our nation’s security and prosperity through new and innovative technology. Our advanced hardware and software products and services support our clients with Secure Mobility, Applied Artificial Intelligence and Innovation and Technical Services Solutions. To find out more visit our website at pentenamio.com.

Typical Activities

• Handle incoming issues, queries and help requests from end users, either via email, ticketing or over the phone.
• Provide advanced troubleshooting for customer incidents.
• Hardware provisioning activities.
• Help lead and support the Major Incident Management Process.
• Help lead and support the Problem Management Process.
• Create and update process documentation and user guides.
• Collaborate with other PentenAmio teams to drive incident and problem resolution.
• Assist the Operations team with inter-team knowledge transfer and workload integration.
• Providing management updates for service or customer issues

What we're looking for

• Technical Proficiency and good troubleshooting ability
• Experience with Windows and Linux Desktop environments
• A fundamental understanding of IT networks
• Certification in or a good working knowledge of ITIL
• Proficient in use of ITSM ticketing systems (e.g., Freshdesk, Jira, ServiceNow)
• Proficient in use of knowledge systems (Confluence, SharePoint)
• Proficient in Microsoft Office
• Excellent communicator face to face and online
• Experience in Secure communications
• Knowledge of Wi-Fi networks
• Experience with Apple mobile device management

Qualifications & Eligibility

To be eligible for this position you must:

• Be an British citizen; and
• Hold or be able to obtain a NSV-DV clearance.
• Previous experience as a Service Desk Analyst

Please Note: This role involves participating in an on-call roster and occasional after-hours work to support business and client requirements. While flexible working hours are supported, you will complete your day to day work on-site.

Why Work at PentenAmio?

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

• Life Insurance - X4 Salary
• Private Health Scheme with no medical history checks, excess, or treatment limits
• EV Salary Sacrifice scheme
• Salary Sacrifice Company Pension, matched up to 10%
• 25 Days Holiday + Bank/Public Holidays
• Option to buy an additional 37.5 holiday hours
• Cycle to Work scheme
• Coffee & Cake mornings every fortnight
• Enhanced Maternity & Paternity leave
• Team Away Days
• Free on-site parking
• Casual dress code
• Free fruit in the office

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.

This role / position description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically at the Company’s discretion.