About PentenAmio 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. Fulfil service requests. 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 Service Desk experience Customer focused Excellent communicator face to face and online Desirable skills: Experience in Secure communications Unix experience 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 Additional perks: Free on-site parking Free Flu Vaccination Casual dress code Free fruit in the office Health & Wellbeing program 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.