Service Desk Analyst - Secure IT & Defence Ops

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 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.