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- Tasks: Lead complex incident resolution and mentor junior analysts in a dynamic service desk environment.
- Company: Join CGI, a top-rated employer dedicated to defence and technology excellence.
- Benefits: Enjoy competitive salary, private healthcare, pension, and a share scheme for all employees.
- Why this job: Make a real impact on national security while developing your career in a supportive community.
- Qualifications: 5+ years in IT Service Desk, strong ITIL knowledge, and existing HLC/DV clearance required.
- Other info: Collaborative culture with opportunities for professional growth and innovation.
The predicted salary is between 36000 - 60000 ÂŁ 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.
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.
Your future duties and responsibilities
In this role, you will act as a senior escalation point within the Service Desk, ensuring high‑quality resolution of complex incidents while maintaining excellent customer service standards. You will take ownership of service performance, mentor junior analysts and drive continual improvement across ITIL‑based processes to enhance stability and user satisfaction. Working closely with technical teams and stakeholders, you will contribute to service optimisation initiatives that strengthen operational effectiveness within a secure defence environment. You will also support the configuration and evolution of ITSM tooling, improve reporting accuracy, and ensure clear, proactive communication with customers and internal stakeholders. Your insight and initiative will help shape more efficient processes, enabling the wider team to deliver consistent, reliable 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
- Investigate & Recommend process enhancements
Required Qualifications To Be Successful In This Role
To succeed, you will bring strong technical troubleshooting expertise, proven Service Desk experience, and a solid understanding of ITIL‑based service management practices. You will be confident supporting secure environments, communicating effectively with stakeholders, and contributing to process improvement initiatives. Experience within Defence environments and cloud‑based platforms will be advantageous.
Essential qualifications and experience:
- You must hold existing HLC/DV clearance
- You should have 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
- Proven ability to communicate clearly with technical and non‑technical stakeholders
Desirable:
- Experience working in Defence environments
- Exposure to Agile or DevOps ways of working
- Experience with cloud platforms
- Exposure to automation or scripting
Together, as owners, let’s turn meaningful insights into action. 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. Come join our team—one of the largest IT and business consulting services firms in the world.
Senior Service Desk Analyst (DV Security Clearance) in Chippenham employer: CGI
Contact Detail:
CGI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst (DV Security Clearance) in Chippenham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at CGI on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on ITIL practices and your technical skills. Be ready to discuss how you've tackled complex incidents in the past and how you can contribute to service optimisation.
✨Tip Number 3
Show off your problem-solving skills during the interview. Use real-life examples to demonstrate how you've improved processes or mentored junior team members. This will highlight your leadership potential!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the CGI team.
We think you need these skills to ace Senior Service Desk Analyst (DV Security Clearance) in Chippenham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Senior Service Desk Analyst role. Highlight your ITIL knowledge, service desk experience, and any relevant technical skills to show us you’re the right fit.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about this role and how your background makes you a great candidate. Don’t forget to mention your existing HLC/DV clearance and any experience in defence environments!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've resolved complex incidents in the past. We love seeing candidates who can demonstrate their troubleshooting expertise and ability to improve processes.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at CGI
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL practices, especially around Incident, Problem, Change, and Configuration management. Be ready to discuss how you've applied these principles in past roles, as this will show your understanding of the processes that are crucial for the Senior Service Desk Analyst position.
✨Showcase Your Technical Troubleshooting Skills
Prepare to share specific examples of complex incidents you've resolved. Highlight your experience with ITSM tools like Jira Service Management or Remedy, and be ready to explain how you’ve used them to enhance service delivery and user satisfaction.
✨Communicate Clearly and Confidently
Since you'll be working closely with both technical teams and non-technical stakeholders, practice articulating your thoughts clearly. Think about how you can convey complex technical information in a way that's easy to understand, as effective communication is key in this role.
✨Demonstrate Your Mentoring Experience
As a senior analyst, you'll be expected to mentor junior team members. Prepare to discuss any previous mentoring experiences you have, focusing on how you helped others grow and improve their skills. This will show your leadership potential and commitment to team development.