Senior Service Desk Analyst (DV Security Clearance)

CGI Group Inc.; Devizes; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Pension

Private healthcare

Share scheme

Job summary

CGI Group Inc. in Chippenham, England, is seeking a Senior Service Desk Analyst to own complex incidents, resolve issues end-to-end and mentor junior colleagues while driving service improvements.

You will work onsite full-time, require 5+ years in IT service desk, ITIL v4 knowledge, and hands-on experience with ITSM tools such as Jira Service Management, Remedy or Mattermost; UK Security Clearance eligibility is preferred.

Qualifications

• 5+ years in IT Service Desk or End User Support.
• ITIL v4 qualification or strong practical ITIL experience.
• Experience with ITSM tools such as Jira Service Management.
• Understanding of Active Directory and cloud environments.
• Strong knowledge of Incident, Request, Problem and Change Management.
• Excellent written and verbal communication skills.
• Desirable: Agile/DevOps, cloud platforms, defence environments, automation or scripting.

Responsibilities

• Provide 1st line support and initial resolutions.
• Own issues through to resolution and escalate when needed.
• Support and mentor junior team members.
• Configure and improve ITSM tools and processes.
• Analyse and report service performance and trends.
• Communicate clearly with customers and stakeholders.

Skills

IT Service Desk

Customer focus

Technical troubleshooting

Ownership

Tools

Jira Service Management

Remedy

Mattermost

Active Directory

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. Your future duties and responsibilities In this role, you will provide high-quality technical support while acting as an escalation point for more complex incidents. You'll take ownership of issues through to resolution, support junior colleagues and work collaboratively to identify opportunities to improve processes, tools and the overall customer experience. You will also contribute creative ideas to continual service improvement, supported by CGI colleagues and wider technical teams.

• Support & Resolve: Deliver 1st line support, first-time fixes and account creation.
• Configure & Improve: Support ITSM tools including Jira Service Management, Remedy and Mattermost.
• Optimise & Enhance: Improve ITIL-based incident, problem, change and configuration processes.
• Analyse & Report: Contribute accurate management information and service reporting.
• Communicate & Collaborate: Provide clear updates to customers and internal stakeholders.
• Support & Develop: Share expertise and mentor less experienced team members.
• You’ll bring strong Service Desk experience, technical troubleshooting skills and a customer-focused approach. You should be comfortable taking ownership of complex issues while working collaboratively with colleagues and customers to deliver effective solutions.
• 5+ years' experience within an IT Service Desk or End User Support environment.
• ITIL v4 qualification or strong practical ITIL experience.
• Experience with ITSM tools, particularly Jira Service Management.
• Understanding of Active Directory and cloud environments.
• Strong knowledge of Incident, Request, Problem and Change Management.
• Effective written and verbal communication skills.
• Desirable experience with Agile/DevOps, cloud platforms, Defence environments, automation or scripting.
• Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll 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. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll 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. You’ll shape your career by joining a company built to grow and last. You’ll 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. That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals. Come join our team-one of the largest IT and business consulting services firms in the world.