Service desk analyst Work, Jobs in Stanway, Gls (with Salaries)

Service Desk Analyst
PentenAmio UK —Tewkesbury
- £31,000 - £33,000 a year
- Full-time
- Customer service
- Microsoft Office
- Analysis skills
- Free parking
- Life insurance
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Service Desk Analyst

PentenAmio UK
Tewkesbury

Quick apply

Job details

Full-time
£31,000 - £33,000 a year

Benefits

Free parking
Casual dress
Company pension
Enhanced maternity leave
Enhanced paternity leave
Life insurance
On-site parking

Qualifications

Jira
Customer service
UNIX
Technical support
Microsoft Office
Analysis skills
Confluence
ITIL
Mobile device management
SharePoint
ServiceNow
IT
Linux
Root cause analysis
Communication skills

Full job description

Location: Tewkesbury (On-Site)
Salary: £31,000 - £33,000
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

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? 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

Additional perks:

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.

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