Service Desk Analyst (DV Security Clearance)

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

Benefits offered by this job

Insurance coverage

Medical benefits

Pension plan

Employee assistance programme

Check4Cancer

Flexible time off

Share Purchase Plan

Member discounts

Dental benefits

Vision benefits

Profit Participation Plan

Health and Wellbeing Programme

Job summary

CGI Group Inc. is seeking an experienced IT Service Desk professional to provide high-quality technical support and act as an escalation point. You will own issues through resolution, support junior colleagues and contribute to continual service improvement across CGI teams.

You will work onsite in Chippenham, bringing 5+ years of Service Desk experience and ITIL v4 expertise. Responsibilities include 1st line support, configuring ITSM tools (Jira Service Management, Remedy, Mattermost), and

Qualifications

• 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.

Responsibilities

• Provide 1st line support, first-time fixes and account creation.
• Configure & Improve ITSM tools including Jira Service Management, Remedy and Mattermost.
• Improve ITIL-based incident, problem, change and configuration processes.
• Contribute accurate management information and service reporting.
• Provide clear updates to customers and internal stakeholders.
• Share expertise and mentor less experienced team members.

Skills

Service Desk experience

ITIL v4

Active Directory

Cloud environments

Incident management

Communication skills

Agile/DevOps (desirable)

Education

ITIL v4 qualification

Tools

Jira Service Management

Remedy

Mattermost

Job description

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 will 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. Discover CGI London, England, United Kingdom > 1000 employees IT services We are a global business with 91,500 professionals across hundreds of locations worldwide, providing end-to-end IT and business process services that drive our clients' businesses. In the UK alone, we have around 6,000 member-partners working across 19 towns and cities, doing everything from writing complex code to designing sophisticated software solutions. The work we do powers some of the most ambitious projects that touch the lives of many. Our approach sets us apart, characterised by our proximity model, international presence, expertise, and operational excellence. We organise our operations within metro markets where our clients have concentrated footprints, empowering our local teams to build trusted, in-person relationships. As you build your career here, you'll develop your skills, share your insights, and work side-by-side with colleagues and clients on innovative solutions that address the most complex issues. Our commitment to ownership, flexibility, and being approachable makes us easy to do business with. Join us, and together, as owners, let's turn meaningful insights into action to meet the needs and balance the interests of our clients, shareholders, communities, and each other.
• Benefits:
  • Insurance coverage
  • Medical benefits
  • Pension plan
  • Member Assistant Programme
  • Check4Cancer
  • Flexible time off
  • Share Purchase Plan
  • Member discounts
  • Dental benefits
  • Vision benefits
  • Profit Participation Plan
  • Health and Wellbeing Programme

  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…

• 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.