Service Desk Analyst

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.