Senior Service Desk Analyst (DV Security Clearance)

Free-Work; Chippenham; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

CGI in Chippenham is seeking a Senior Service Desk Analyst to own complex IT support challenges and drive improvements for a critical client programme on a full-time, onsite basis.

You’ll blend hands-on technical expertise with a strong customer focus, contribute to ITIL-based process enhancements, and help colleagues develop their capabilities within a collaborative team. This role offers a clear path to impactful service delivery and professional growth.

Qualifications

• Take ownership of complex support challenges.
• Help colleagues develop their capabilities.
• Improve service delivery with ITIL-based processes, tools and reporting.
• Combine hands-on technical expertise with strong customer focus to maintain end-user services.

Responsibilities

• Deliver reliable, high-quality IT services for a critical client programme in Chippenham.
• Collaborate within a supportive team to improve ITIL-based processes, tools and reporting.
• Support and mentor end users with practical technical guidance.

Skills

ITIL

Hands-on technical

Customer focus

End-user support

Job description

At CGI, you’ll play a key role in delivering reliable, high-quality IT services for a critical client programme based full-time in Chippenham. As a Senior Service Desk Analyst, you’ll take ownership of complex support challenges, help colleagues develop their capabilities and identify creative ways to continually improve service delivery. Working within a collaborative and supportive team, you’ll combine hands‑on technical expertise with strong customer focus, helping maintain stable end‑user services while improving ITIL‑based processes, tools and reporting. This is an opportunity to make a visible impact on service performance while developing your expertise within CGI.

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 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 the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This role is full‑time onsite in Chippenham.