Service Desk Analyst

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 Service Now
• 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
• Understanding of Wi-Fi network configuration and troubleshooting
• Prior service desk or technical support experience in government or defence environments

At Penten Amio, 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
• Free on-site parking
• Casual dress code
• Free fruit in the office

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.

Penten Amio 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.