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Service Desk Analyst (DV Security Clearance)
Job Description Service Desk Analyst (DV Security Clearance)
Position Description
The Space, Defence and Intelligence business unit in CGI is a true IT Systems Integrator. We work, build, and operate bespoke, technically complex, mission-critical systems which help our clients keep us all safe and secure. We bring innovation to our clients using proven and emerging technologies, agile delivery processes and our deep expertise across space, defence, intelligence, aerospace and maritime, all underpinned by our end-to-end cyber capability. We collaborate with global technology companies, SMEs, and academia to deliver optimal solutions.
CGI was recognized in the Sunday Times Best Places to Work List 2024 and named one of the 'World's Best Employers' by Forbes. We offer a competitive salary, excellent pension, private healthcare, and a share scheme (3.5% + 3.5% matching), making you a CGI Partner. We are committed to inclusivity and diversity, supporting the Armed Forces with a Gold Award for the Corporate Covenant. Join us and be part of an open, friendly community of experts. We will support your career development.
Due to the secure nature of the programme, you must hold UK Security Clearance or be eligible for it. This position is hybrid, based in Chippenham.
Your future duties and responsibilities
We are seeking a proactive Service Desk Analyst to join our IT team. You will be the first point of contact for technical incidents, working closely with the IT department and end-users to resolve issues efficiently.
Key Responsibilities
1. Incident & Request Management: Provide 1st line IT support, managing incidents and service requests from start to finish.
2. Ticket Monitoring: Ensure support tickets are addressed promptly according to SLAs.
3. Communication: Keep accurate records and update customers regularly.
4. Documentation: Record requests and issues clearly for future reference.
5. Service Improvement: Suggest ways to enhance service delivery.
6. Maintenance Tasks: Perform routine hardware and software maintenance.
Required qualifications
* Recent experience as a Service Desk Analyst.
* Excellent communication skills, confident engaging with stakeholders.
* Basic understanding of tech applications, infrastructure, and entry-level cloud principles.
* Strong problem-solving and analytical skills.
* Ability to work under pressure.
Desired Competencies
* Familiarity with Agile processes.
* Experience with cloud platforms.
* Experience in the Defence sector.
* ITIL Foundation qualification.
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