At CGI, you’ll play a key role in delivering reliable, high-quality IT services for a critical client programme based full-time in Chippenham. As a Senior Service Desk Analyst, you’ll take ownership of complex support challenges, help colleagues develop their capabilities and identify creative ways to continually improve service delivery. Working within a collaborative and supportive team, you’ll combine hands-on technical expertise with strong customer focus, helping maintain stable end-user services while improving ITIL-based processes, tools and reporting. This is an opportunity to make a visible impact on service performance while developing your expertise within CGI.
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 of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.
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.
Candidate Profile
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.
Required Qualifications To Be Successful In This Role
You’ll 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.
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