Position Description:
At CGI, we deliver secure technology services that support some of the UK’s most critical Space, Defence and Intelligence programmes. As a Senior Service Desk Analyst, you’ll play a key role in maintaining and improving essential IT services, acting as an escalation point for complex issues while helping to drive service excellence and continual improvement. Working within a highly secure environment, you’ll have the opportunity to take ownership, contribute new ideas, and make a meaningful impact on mission-critical operations.
CGI was recognised in the Sunday Times Best Places to Work List and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.
Due to the secure nature of this programme, this role is based full-time on client site in Corsham and requires current MOD High Level Clearance (HLC).
Your future duties and responsibilities:
As a Senior Service Desk Analyst, you’ll provide advanced technical support, act as an escalation point for complex incidents, and help ensure a high-quality user experience across a secure IT environment. You’ll support service improvement initiatives, contribute to ITSM tool development, and work closely with stakeholders to maintain stable, efficient services.
Key responsibilities:
•Provide first-line support where required, including account creation and user support
•Resolve and manage complex incidents and service requests
•Support and configure ITSM tools including Jira Service Management and Remedy
•Contribute to continual service improvement and process optimisation
•Support ITIL processes including Incident, Problem, Change and Configuration Management
•Produce accurate service reporting and management information
•Communicate effectively with customers and internal stakeholders
•Mentor junior team members and share best practice
Required qualifications to be successful in this role:
You’ll bring strong Service Desk or End User Support experience, excellent troubleshooting skills, and a solid understanding of IT service management best practices. You’ll be confident engaging with stakeholders and passionate about delivering excellent customer service.
Essential:
•Current MOD High Level Clearance (HLC)
•5+ years' experience in a Service Desk or End User Support role
•ITIL v4 certification or equivalent practical experience
•Experience with ITSM tools such as Jira Service Management
•Knowledge of Active Directory and cloud environments
•Strong understanding of Incident, Request, Problem and Change Management
•Excellent communication and stakeholder management skills
Desirable:
•Defence sector experience
•Agile or DevOps experience
•Experience with cloud platforms
•Exposure to automation or scripting
#LI-SB2
Skills:
1. Atlassian JIRA Service Desk
2. ITIL
3. Service Desk