Senior Service Desk Analyst (DV Security Clearance)

Position Description:

At CGI we deliver secure technology services that support some of the UKs most critical Space Defence and Intelligence programmes. As a Senior Service Desk Analyst youll 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 youll 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 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 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 youll 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. Youll 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:

Youll bring strong Service Desk or End User Support experience excellent troubleshooting skills and a solid understanding of IT service management best practices. Youll 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:

• Atlassian JIRA Service Desk
• ITIL
• Service Desk

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.