Service Desk Analyst
Location: Tewkesbury (On-Site) Salary: £28,000 - £31,000 Clearance Required: DV 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. 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
- 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
- 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
- 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
- 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.