" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eService Desk Analyst\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"29930\"\u003e Information Technology \u003c/li\u003e \u003cli data-id=\"29931\"\u003e IT Support / Helpdesk \u003c/li\u003e \u003cli data-id=\"29932\"\u003e Tewkesbury \u003c/li\u003e \u003cli data-id=\"29933\"\u003e Permanent / Full time \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 28/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cdiv class=\"description\"\u003e \u003cstrong\u003eLocation:\u0026nbsp;\u003c/strong\u003eTewkesbury (On-Site)\u003cbr\u003e \u003cstrong\u003eSalary: \u003c/strong\u003e\u0026pound;31,000 - \u0026pound;33,000\u003cbr\u003e \u003cstrong\u003eClearance Required: \u003c/strong\u003eDV\u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u003cstrong\u003eAbout PentenAmio\u003c/strong\u003e\u003cbr\u003e 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.\u003cbr\u003e\u003cbr\u003e 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.\u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u003cstrong\u003eTypical Activities\u003c/strong\u003e\u003cbr\u003e Working in collaboration with internal stakeholders across Service Desk, Engineering, Cyber Operations and Customer Success teams, the Service Desk Analyst\u0026nbsp;will:\u003cbr\u003e \u003cul\u003e \u003cli\u003eRespond to incoming issues, queries, and service requests via email, phone, and ticketing systems\u003c/li\u003e \u003cli\u003ePerform advanced troubleshooting and root cause analysis for end-user incidents\u003c/li\u003e \u003cli\u003eSupport hardware provisioning and system setup activities\u003c/li\u003e \u003cli\u003eSupport and participate in Major Incident and Problem Management processes\u003c/li\u003e \u003cli\u003eCreate and maintain process documentation, user guides, and technical knowledge articles\u003c/li\u003e \u003cli\u003eDeliver training and onboarding support to service desk analysts\u003c/li\u003e \u003cli\u003eCollaborate with technical teams to ensure timely resolution of incidents and problems\u003c/li\u003e \u003cli\u003eContribute to inter-team knowledge sharing and workload management\u003c/li\u003e \u003cli\u003eSupport communication of service or customer-impacting issues to management\u003c/li\u003e \u003cli\u003eChampion service quality and continuous improvement initiatives\u003c/li\u003e \u003c/ul\u003e \u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u003cstrong\u003eWhat we\u0027re looking for\u003c/strong\u003e\u003cbr\u003e \u003cul\u003e \u003cli\u003eStrong technical troubleshooting and analytical skills\u003c/li\u003e \u003cli\u003eProven experience supporting Windows and Linux desktop environments\u003c/li\u003e \u003cli\u003eUnderstanding of IT networks and infrastructure fundamentals\u003c/li\u003e \u003cli\u003eWorking knowledge of ITIL principles and processes\u003c/li\u003e \u003cli\u003eExperience using ITSM tools such as Freshdesk, Jira or ServiceNow\u003c/li\u003e \u003cli\u003eProficiency with Microsoft Office and collaboration tools (e.g., Confluence, SharePoint)\u003c/li\u003e \u003cli\u003eExcellent verbal and written communication skills\u003c/li\u003e \u003cli\u003eStrong customer service orientation and ability to stay calm under pressure\u003c/li\u003e \u003cli\u003eSelf-motivated and capable of working independently or within a multi-disciplinary team\u003c/li\u003e \u003cli\u003eStructured and methodical approach to problem solving and task management\u003c/li\u003e \u003c/ul\u003e \u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u003cstrong\u003eDesirable\u003c/strong\u003e\u003cbr\u003e \u003cul\u003e \u003cli\u003eExperience supporting secure communications environments\u003c/li\u003e \u003cli\u003eExposure to Apple mobile device management platforms\u003c/li\u003e \u003cli\u003eUnderstanding of Wi-Fi network configuration and troubleshooting\u003c/li\u003e \u003cli\u003eUnix/Linux administration experience\u003c/li\u003e \u003cli\u003ePrior service desk or technical support experience in government or defence environments\u003c/li\u003e \u003c/ul\u003e \u003cbr\u003e \u0026nbsp;\u003cbr\u003e \u003cstrong\u003eWhy Work at PentenAmio?\u003c/strong\u003e At PentenAmio, we value our employees and offer a comprehensive benefits package, including:\u003cbr\u003e \u003cul\u003e \u003cli\u003eLife Insurance - X4 Salary\u003c/li\u003e \u003cli\u003ePrivate Health Scheme\u003c/li\u003e \u003cli\u003eEV Salary Sacrifice scheme\u003c/li\u003e \u003cli\u003eSalary Sacrifice Company Pension, matched up to 10%\u003c/li\u003e \u003cli\u003e25 Days Holiday + Bank/Public Holidays\u003c/li\u003e \u003cli\u003eEnhanced Maternity \u0026amp; Paternity leave\u003c/li\u003e \u003c/ul\u003e \u003cem\u003eAdditional perks:\u003c/em\u003e\u003cbr\u003e \u003cul\u003e \u003cli\u003eFree on-site parking\u003c/li\u003e \u003cli\u003eCasual dress code\u003c/li\u003e \u003cli\u003eFree fruit in the office\u003c/li\u003e \u003c/ul\u003e \u0026nbsp;\u003cbr\u003e \u003cstrong\u003eQualifications \u0026amp; Eligibility\u003c/strong\u003e\u003cbr\u003e To be eligible for this position you must:\u003cbr\u003e \u003cul\u003e \u003cli\u003eHold a relevant IT qualification or have a years\u0027 experience in a similar support role; and,\u003c/li\u003e \u003cli\u003eBe a British citizen; and\u003c/li\u003e \u003cli\u003eHold or be eligible for UK National Security Vetting (NSV) - \u003cstrong\u003eDV\u003c/strong\u003e\u0026nbsp;level clearance.\u003c/li\u003e \u003c/ul\u003e \u003cbr\u003e \u0026nbsp;\u003cbr\u003e 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. \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"920951\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "