At a Glance
- Tasks: Lead the Service Desk team, resolving complex incidents and enhancing user satisfaction.
- Company: Join CGI, a top-rated employer dedicated to national defence and operational resilience.
- Benefits: Competitive salary, excellent pension, private healthcare, and a share scheme.
- Other info: Work in a collaborative, inclusive community with opportunities for professional growth.
- Why this job: Make a real impact in a secure environment while developing your career in tech.
- Qualifications: Experience in service desk roles and strong customer service skills required.
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. 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 include acting 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
Senior Service Desk Analyst (DV Security Clearance) employer: CGI
At CGI, we pride ourselves on being an exceptional employer, offering a collaborative and high-trust work environment that empowers our employees to take ownership of their roles. With a strong commitment to inclusivity and professional development, we provide extensive training opportunities and a competitive benefits package, including private healthcare and a generous pension scheme. Working near Chippenham on a high-profile defence programme, you'll be part of a community that values your contributions and supports your career growth while making a meaningful impact on national security.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Analyst (DV Security Clearance)
✨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 processes and service desk best practices. Show us you know your stuff and can handle those complex incidents with ease!
✨Tip Number 3
Don’t just talk about your skills; share specific examples of how you've improved service performance in past roles. We love hearing about real-life experiences that demonstrate your impact.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our awesome team.
We think you need these skills to ace Senior Service Desk Analyst (DV Security Clearance)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Service Desk Analyst role. Highlight your experience with ITIL processes and any relevant security clearances. We want to see how your skills align with our mission of delivering secure, mission-critical services.
Showcase Your Problem-Solving Skills:In your application, emphasise your ability to resolve complex incidents and improve service performance. Share specific examples of how you've enhanced user satisfaction in previous roles. We love seeing candidates who take ownership and drive improvements!
Communicate Clearly:When writing your cover letter, keep it clear and concise. Use straightforward language to explain why you’re a great fit for the role. Remember, we value proactive communication, so show us you can convey your ideas effectively!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at CGI
✨Know Your Stuff
Make sure you brush up on ITIL processes and the specific technologies mentioned in the job description. Being able to discuss your experience with service desk operations and incident resolution will show that you're not just familiar with the role, but that you can hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex incidents you've resolved in the past. Highlight your thought process and how you maintained excellent customer service standards during those situations. This will demonstrate your ability to handle the high-pressure environment CGI operates in.
✨Emphasise Teamwork and Mentorship
Since this role involves mentoring junior analysts, be ready to discuss your experience in team settings. Share instances where you've helped others grow or contributed to a collaborative environment. This shows that you value teamwork and are committed to service excellence.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Given the importance of proactive communication with customers and stakeholders, being able to convey complex information in an understandable way will set you apart. Consider doing mock interviews to refine your delivery.
