About PentenAmioAre you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.PentenAmio is a multi-award winning cyber technology company dedicated to strengthening our nations 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 ActivitiesHandle 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 issuesWhat we're looking forTechnical Proficiency and good troubleshooting abilityExperience with Windows and Linux Desktop environmentsA fundamental understanding of IT networksCertification in or a good working knowledge of ITILProficient in use of ITSM ticketing systems (e.g., Freshdesk, Jira, ServiceNow)Proficient in use of knowledge systems (Confluence, SharePoint)Proficient in Microsoft OfficeService Desk experienceCustomer focusedExcellent communicator face to face and onlineDesirable skills:Experience in Secure communicationsUnix experienceKnowledge of Wi-Fi networksExperience with Apple mobile device managementQualifications & EligibilityTo be eligible for this position you must:Be an British citizen; andHold or be able to obtain a NSV-DV clearance.Previous experience as a Service Desk AnalystPlease 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 SalaryPrivate Health Scheme with no medical history checks, excess, or treatment limitsEV Salary Sacrifice schemeSalary Sacrifice Company Pension, matched up to 10%25 Days Holiday + Bank/Public HolidaysOption to buy an additional 37.5 holiday hoursCycle to Work schemeCoffee & Cake mornings every fortnightEnhanced Maternity & Paternity leaveTeam Away DaysAdditional perks:Free on-site parkingFree Flu VaccinationCasual dress codeFree fruit in the officeHealth & Wellbeing programPentenAmio 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 Companys discretion.#J-18808-Ljbffr
Job Title
Service Desk Analyst