Service Desk Support Specialist

1 month ago

Tewkesbury, Gloucestershire, United Kingdom Amiosec Full time
About Us

Amiosec is a dynamic and innovative UK technology company that collaborates with government customers and commercial providers to deliver cutting-edge research, technology, products, and services in the secure communications sector.

We offer a stimulating work environment with opportunities to be involved in various projects and services that aim to deliver and continually evolve secure mobile services for our customers.

About the Role

As a Service Desk Analyst at Amiosec, you will be the primary point of contact for our customers across multiple services, providing secure, professional, and friendly customer support services. Your working hours will be Monday to 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 that due to the nature of our work, all candidates will be required to obtain and maintain UK security clearance (DV).

Key Responsibilities
  • Handle incoming issues, queries, and help requests from end users via email, ticketing, or over the phone.
  • Provide first- and second-line incident management support for customer issues.
  • Fulfill service requests such as information requests or new hardware requests.
  • Perform hardware provisioning activities.
  • Support the Major Incident Management Process.
  • Develop and update process documentation and user guides.
  • Participate in weekly stand-ups to provide the latest ticket updates to Operations teams.
  • Provide updates on any service or customer issues for problem management.
About You

We are looking for a skilled and experienced Service Desk Analyst who possesses the following qualities:

  • Minimum 1-2 years of Service Desk experience.
  • Excellent communication skills, both face-to-face and online.
  • Customer-focused approach.
  • Experience using computers with Windows, Linux, or Mac-based applications.
  • Analytical and problem-solving mindset.
  • Aptitude to learn, understand, and apply technical skills.
  • Ability to work independently and as part of a team.
Desirable Qualifications
  • Proficient in the use of ticketing systems (ITSM) such as Freshdesk, Jira, or Servicenow.
  • Proficient in the use of knowledge systems like Confluence or Sharepoint.
  • ITIL certification or working knowledge.
  • Networks familiarity.
  • Secure communications experience.
  • Microsoft Office proficiency.
  • 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 value our employees and offer a comprehensive benefits package, including:

  • Life Insurance (4 times salary).
  • Private Health Scheme with no excess and no limit on treatments.
  • Salary Sacrifice Company Pension, 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.

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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