Service Support Team Analyst
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Position Description:
At CGI were shaping the future of IT service excellenceempowering our clients to achieve operational resilience and outstanding customer experiences. As part of our Service Support team youll play a pivotal role in maintaining seamless IT operations resolving complex incidents and driving continuous improvement across mission-critical systems. This is your opportunity to contribute to transformation that truly mattersdelivering innovation reliability and measurable value while growing your career in a collaborative environment built on trust ownership and creativity.
CGI was recognised in the Sunday Times Best Places to Work List 2025 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 youll be part of an open friendly community of experts. Well train and support you in taking your career wherever you want it to go.
Due to the secure nature of the programme you will need to hold UK Security Clearance or be eligible to go through this clearance. This role is based on-site 5 days per week in Liverpool.
Your future duties and responsibilities:
In this role youll take ownership of day-to-day service operationsensuring incidents and service requests are managed efficiently and effectively. Youll collaborate closely with clients vendors and CGI colleagues to maintain high service standards and identify opportunities for improvement. Working in a 24/7/365 environment youll apply your problem-solving skills to keep systems running smoothly contributing to continuous service innovation and knowledge sharing.
Youll be empowered to take initiative collaborate across teams and bring creative solutions that enhance service delivery and client satisfactionsupported by CGIs culture of partnership and shared success.
Key responsibilities:
Manage & Resolve: Handle incidents service requests and lifecycle activities in line with best practice
Analyse & Improve: Conduct root cause analysis for recurring issues and identify areas for operational improvement
Collaborate & Communicate: Liaise with clients vendors and 3rd parties to ensure timely resolution
Optimise & Contribute: Support performance tuning minor upgrades and knowledge base updates
Engage & Support: Participate in team meetings share insights and contribute to service excellence
Deliver & Lead: Support a 24/7/365 operational rota ensuring service continuity and reliability
Required qualifications to be successful in this role:
You should have a strong foundation in IT service operations with the ability to manage incidents and requests efficiently while maintaining excellent communication and client service standards. A proactive collaborative approach and commitment to quality will help you thrive in this dynamic environment.
Essential qualifications:
Strong problem-solving and analytical skills
Excellent written and verbal communication
Ability to work independently and collaboratively
High level of self-motivation and accountability
Strong time management and organisational skills
Desirable qualifications:
Experience in a customer-facing IT service desk role
Understanding of SLAs and performance targets
ITIL awareness or certification
#LI-RJ1
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
The COMPANY is one of the few end-to-end consulting firms with the scale, reach, capabilities and commitment to meet clients’ enterprise digital transformation needs. Our 77,500 consultants and professionals work side-by-side with clients in 10 industries across more than 400 location ... View more
