Service Desk Analyst (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 the breadth of space, defence, intelligence, aerospace and maritime, all underpinned by our end-to-end cyber capability. We work collaboratively with global technology companies, cutting edge SMEs and academia to deliver the optimal solution for each client.
CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the 'World's Best Employers' by Forbes magazine. 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 position will be a hybrid position, working out of our site in Reading.
Your future duties and responsibilities
We are seeking a Service Desk Analyst to join our IT department on a secure project based in Reading. This role involves close collaboration with IT teams and direct communication with end-users to ensure technical incidents and service requests are efficiently managed and resolved.
Key Responsibilities:
• Provide 1st line IT technical support, taking full ownership of incidents and service requests from logging to resolution.
• Maintain and update support tickets accurately, keeping users informed on progress.
• Monitor support ticket queues, ensuring incidents are addressed in line with Service Level Agreements (SLAs).
• Document user requests, service issues, and resolutions to enhance future support processes.
• Identify and recommend service improvements for enhanced IT support.
• Conduct routine maintenance on IT hardware and software.
Required qualifications to be successful in this role
• Recent experience in a Service Desk Analyst role.
• Strong communication skills, both written and verbal, with confidence in engaging senior stakeholders.
• Basic understanding of IT applications, infrastructure terminology, and foundational knowledge of Cloud technologies.
• Analytical and problem-solving skills, with a proactive approach to technical challenges.
• Ability to work effectively under tight deadlines and pressure.
Desirable Skills & Qualifications:
• Understanding of Agile development methodologies.
• Experience with Cloud platforms (AWS, Azure, Google Cloud).
• Previous experience in a Defence or secure environment.
• ITIL Foundation certification.
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