Service Desk Analyst

2 months ago

Tewkesbury Gloucestershire, United Kingdom Amiosec Full time

About us

Amiosec is an exciting and growing UK technology company. We work in partnership with UK government customers and commercial providers to deliver research, technology, products and services in the secure communications sector.

We provide a stimulating working environment, with opportunities to be involved in a variety of projects and services that aim to deliver and continually evolve secure mobile services for our customers.

About the role

As the Service Desk Analyst at Amiosec you will be the 1st point of contact for our customers across multiple services, providing secure, professional and friendly customer support services. Working hours are Monday – Friday, 7.5 hours per day on a weekly shift rotation. You may occasionally be required to be an on-call Duty Manager.

Please note - Due to the nature of our work, all candidates will be required to obtain and maintain UK security clearance (DV)

Typical Activities Include:

  • Handle incoming issues, queries and help requests from end users, either via email, ticketing or over the phone
  • Provide 1st and 2nd line incident management support for customer issues
  • Fulfilling service requests such as information requests or new hardware requests
  • Hardware provisioning activities
  • Support the Major Incident Management Process
  • Creating and updating process documentation and user guides
  • Involvement in weekly stand-ups providing latest ticket updates to Operations teams
  • Providing updates around any service or customer issues for problem management

About you

Essential:

  • Service Desk experience (minimum of 1-2 years)
  • Excellent communicator face to face and online
  • Customer focused
  • Experience using computers with either Windows, Linux or Mac based applications
  • Analytical and problem-solving mindset
  • Aptitude to learning, understanding and applying technical skills
  • Can work independently and with a team

Desirable:

  • Proficient in use of ticketing systems (ITSM) (eg Freshdesk, Jira, Servicenow etc)
  • Proficient in use of knowledge systems (Confluence, Sharepoint)
  • ITIL certified or working knowledge
  • Networks familiarity
  • Secure communications experience
  • Microsoft office proficient
  • Unix experience
  • Fault-finding of electronic assemblies to component level
  • Basic Wi-Fi knowledge
  • Apple mobile device knowledge
  • Personal interest in IT

Why work at Amiosec?

We here at Amiosec appreciate the work our employees do, as a result we offer a comprehensive benefits package consisting of:

  • Life Insurance (X4 Salary)
  • Private Health Scheme, that disregards medical history, has no excess and no limit on treatments
  • Salary Sacrifice Company Penson, matched up to a maximum of 10%
  • 25 Days Holiday + Bank/Public Holidays
  • Option to buy an additional 37.5 holiday hours
  • Enhanced Maternity/Paternity Leave
  • Cycle to work scheme
  • EV salary sacrifice scheme
  • Team Away Days

and more

Amiosec 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 to the application or interview process.

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