About PentenAmio

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.

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.

In our 2024 Employee Survey, our team said they enjoy working with us because we:

• Have a friendly and welcoming culture
• Enjoy excellent working conditions with genuine flexibility
• Focus on innovation, have interesting work and a sense of purpose
• Take pride in what we do and deliver tangible results
• Work with cutting edge technologies

About the Role

As a Service Desk Analst, you will be responsible for delivering exceptional customer service and technical support across a variety of platforms and technologies. You will troubleshoot complex incidents, fulfill service requests, manage hardware provisioning, and play a key role in major incident and problem management processes. This role is essential to ensuring high-quality service delivery and continuous improvement within a dynamic and customer-focused team.

Typical activities include:

• Handle incoming issues, queries, and help requests via email, ticketing systems, or phone.
• Provide advanced troubleshooting and resolution for technical incidents.
• Fulfill service requests, including hardware provisioning tasks.
• Lead and support Major Incident and Problem Management processes.
• Create and maintain user guides and process documentation.
• Deliver training sessions for service desk analysts.
• Collaborate with cross-functional teams to resolve incidents and share knowledge.

Skills & Experience

• Strong technical troubleshooting ability and proficiency in both Windows and Linux desktop environments.
• Solid understanding of IT networks and ITIL practices (certified or experienced).
• Experience with ITSM ticketing systems (e.g., Freshdesk, Jira, ServiceNow).
• Proficient in knowledge-sharing platforms like Confluence or SharePoint.
• Excellent communication skills with a customer-first mindset.
• Experience in Service Desk environments and a strong sense of customer service.
• Calm under pressure with a methodical and analytical approach to problem-solving.

Qualifications and Eligibility Criteria

To be eligible for this position you must:

• Proven experience in a customer-facing IT support or service desk role, with proficiency in both Windows and Linux environments; and
• Be an British citizen; and
• Hold or be eligible for NSV – DV (please see the gov.uk for guidance)

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.

Be Your Best You at PentenAmio

PentenAmio is a proud equal employment workplace committed to fostering a diverse, equitable and inclusive environment, reflective of the community in which we live, work and play. PentenAmio’s focus on inclusion, well-being and flexible working arrangements means everyone, regardless of their background, can be their best both inside and outside the office.

As a national leader in cyber technology, we believe diversity of experience, identity, background, perspective and expression is key to building the best team, products and company. It’s the actions we take everyday that make the difference and we are continuously working on increasing diversity, inclusivity and belonging in all areas of our business.

How to Apply

To help us achieve our mission to protect those who protect us, submit your application details below. Please include a current copy of your resume/curriculum vitae, cover letter and complete the screening questions.

Should you require any adjustments throughout the recruitment process, please let us know by emailing UK.recruitment@pentenamio.com for a confidential discussion.