Service Desk Analyst jobs in United Kingdom

Want to make an application? Make sure your CV is up to date, then read the following job specs carefully before applying. At CGI, you'll play a pivotal role in shaping the future of digital services across Social Work and Social Care, driving transformation that has real impact for citizens and the public sector. As an Enterprise Architect, you will guide complex discovery activity, create clarity from ambiguity, and design strategies that help clients realise measurable value from their digital front door ambitions. You'll work alongside committed experts who support you to take ownership, think creatively, and deliver meaningful outcomes that influence national decision‑making. This is an opportunity to lead high‑impact work while contributing to an environment that values collaboration, innovation, and long‑term partnership.

In this role, you will lead the pre‑discovery and discovery phases for a major social work and social care digital transformation programme, shaping strategic direction and defining the roadmap for full‑scale delivery. You will take ownership of planning, modelling, and stakeholder engagement to ensure programme clarity and alignment, while working creatively with cross‑functional teams to identify high‑value use cases. You will be supported by a collaborative community of experts as you guide discovery outputs and influence business case development that will shape future digital health and care services. During delivery, you will bring teams together across policy, architecture, and programme leadership, ensuring risks, dependencies, and complex political landscapes are managed effectively. Your insight will directly inform investment decisions and the evolution of Scotland's digital health and care ecosystem.

• Lead & Shape: Lead pre‑discovery and discovery phases, defining scope, plans, timelines, and outputs.
• Develop & Deliver: Produce discovery findings, recommendations, and updates to Full Business Cases aligned to Green Book requirements.
• Model & Analyse: Own cost modelling, benefits modelling, ROI calculations, and value‑for‑money assessments.
• Engage & Influence: Build strong relationships across NHS Scotland, Scottish Government, COSLA, and Social Work & Social Care sectors.
• Guide & Align: Manage dependencies and ensure cohesive delivery across multi‑disciplinary teams.
• Review & Improve: Update the existing programme business case and support wider client queries and communications.

• Extensive experience as an Enterprise Architect or Senior Consultant in large public‑sector or digital transformation programmes.
• Strong proficiency in business case development, economic modelling, and ROI analysis aligned to the Green Book.
• Proven ability to lead discovery phases and multi‑stakeholder delivery environments.
• Solid technical understanding to shape solution designs and evaluate options.
• Strong programme insight, including risk, dependency, and interdependency management.
• Exceptional communication and facilitation skills with senior public‑sector stakeholders.

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. We call ourselves CGI Partners rather than employees, creating a collective success culture that supports your career growth and well‑being.

We offer a competitive salary, excellent pension, private healthcare, plus a share scheme of 3.5% with 3.5% matching, and wide access to global capabilities. CGI is recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK Best Employer by the Financial Times. We are committed to inclusivity, building a genuinely diverse community of tech talent, including our Armed Forces.

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 is a hybrid position.