1st Line IT Support Analyst - Service Desk

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. 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. Please note - Due to the nature of our work, all candidates will be required to obtain and maintain UK security clearance (DV) 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 Support the Major Incident Management Process Providing updates around any service or customer issues for problem management Service Desk experience (minimum of 1-2 years) Excellent communicator face to face and online Experience using computers with either Windows, Linux or Mac based applications 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 Microsoft office proficient Unix experience Fault-finding of electronic assemblies to component level Personal interest in IT 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 ~ 5 holiday hours ~ Enhanced Maternity/Paternity Leave ~ Cycle to work scheme ~ EV salary sacrifice scheme ~