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PentenAmio is a multi-award winning cyber technology company dedicated to strengthening our nation’s security and prosperity through new and innovative technology. Our advanced hardware and software products and services support our clients with Secure Mobility, Applied Artificial Intelligence and Innovation and Technical Services Solutions. To find out more visit our website at pentenamio.com.
Typical Activities
Handle incoming issues, queries and help requests from end users, either via email, ticketing or over the phone.
Provide advanced troubleshooting for customer incidents.
Hardware provisioning activities.
Help lead and support the Major Incident Management Process.
Help lead and support the Problem Management Process.
Create and update process documentation and user guides.
Collaborate with other PentenAmio teams to drive incident and problem resolution.
Assist the Operations team with inter-team knowledge transfer and workload integration.
Providing management updates for service or customer issues
What we're looking for
Technical Proficiency and good troubleshooting ability
Experience with Windows and Linux Desktop environments
A fundamental understanding of IT networks
Certification in or a good working knowledge of ITIL
Proficient in use of ITSM ticketing systems (e.g., Freshdesk, Jira, ServiceNow)
Proficient in use of knowledge systems (Confluence, SharePoint)
Proficient in Microsoft Office
Excellent communicator face to face and online
Experience in Secure communications
Knowledge of Wi-Fi networks
Experience with Apple mobile device management
Qualifications & Eligibility
To be eligible for this position you must:
Be an British citizen; and
Hold or be able to obtain a NSV-DV clearance.
Previous experience as a Service Desk Analyst
Please Note: This role involves participating in an on-call roster and occasional after-hours work to support business and client requirements. While flexible working hours are supported, you will complete your day to day work on-site.
Why Work at PentenAmio?
At PentenAmio, we value our employees and offer a comprehensive benefits package, including:
Life Insurance - X4 Salary
Private Health Scheme with no medical history checks, excess, or treatment limits
EV Salary Sacrifice scheme
Salary Sacrifice Company Pension, matched up to 10%
25 Days Holiday + Bank/Public Holidays
Option to buy an additional 37.5 holiday hours
Cycle to Work scheme
Coffee & Cake mornings every fortnight
Enhanced Maternity & Paternity leave
Team Away Days
Free on-site parking
Casual dress code
Free fruit in the office
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.
This role / position description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically at the Company’s discretion.
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