At a Glance
- Tasks: Lead and resolve complex incidents while mentoring junior team members.
- Company: Join CGI, a top-rated employer dedicated to defence and technology.
- Benefits: Enjoy competitive salary, medical benefits, flexible time off, and a share purchase plan.
- Other info: Collaborative environment with excellent career growth and training opportunities.
- Why this job: Make a real impact in national security while developing your tech skills.
- Qualifications: 5+ years in IT Service Desk with strong troubleshooting and ITIL knowledge.
The predicted salary is between 36000 - 60000 £ per year.
At CGI, we deliver secure, mission‑critical services that strengthen the UK's Defence capability and drive measurable operational resilience. As a Senior Service Desk Analyst, you will play a pivotal role in ensuring the stability, performance and continual improvement of end‑user technology services on a high‑profile defence programme. We empower our teams to take ownership of service excellence, shape smarter support processes and contribute ideas that enhance user experience and operational outcomes. Working in a collaborative, high‑trust environment, you will help us maintain reliable, secure services that enable our client to focus on what matters most – protecting national interests and delivering critical outcomes.
Key responsibilities
- Lead & resolve complex incidents as a senior escalation point
- Support & mentor junior Service Desk team members
- Improve & optimise ITIL processes (Incident, Problem, Change, Configuration)
- Configure & enhance ITSM tools such as Jira Service Management and Remedy
- Analyse & report on service metrics to drive data‑led improvements
- Communicate & collaborate with customers and internal stakeholders
Qualifications
- Strong technical troubleshooting expertise and proven Service Desk experience
- Solid understanding of ITIL‑based service‑management practices
- Proven ability to communicate clearly with technical and non‑technical stakeholders
- 5+ years’ experience in an IT Service Desk or End‑User Support role
- Strong proficiency in ITSM tools such as Jira Service Management or Remedy
- Solid understanding of ITIL practices (Incident, Request, Problem, Change)
- ITIL v4 qualification or demonstrable equivalent experience
- Experience supporting Active Directory and cloud‑based environments
- Experience within Defence environments and cloud‑based platforms will be advantageous
- Existing HLC/DV clearance (required)
Desirable
- Experience working in Defence environments
- Exposure to Agile or DevOps ways of working
- Experience with cloud platforms
- Exposure to automation or scripting
Due to the secure nature of the programme, this role is based full time on client site near Chippenham and requires an existing HLC/DV clearance.
Service Desk Analyst (DV Security Clearance) in Chippenham employer: CGI Group Inc.
CGI Group Inc. is an exceptional employer that fosters a collaborative and innovative work culture, where employees are empowered to take ownership of complex projects and drive impactful solutions. With a strong focus on professional development, you will have ample opportunities to mentor colleagues and enhance your skills in a dynamic environment, all while enjoying the flexibility of a hybrid role with UK-wide travel.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst (DV Security Clearance) in Chippenham
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what CGI Group Inc. values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges CGI Group Inc. might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at CGI Group Inc.!
✨Direct Apply to CGI Group Inc.
Let's not forget to apply directly through the CGI Group Inc. website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Analyst (DV Security Clearance) in Chippenham
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at CGI Group Inc..
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at CGI Group Inc.. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at CGI Group Inc.
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
