Service Desk Analyst jobs in United Kingdom

Job Description Service Desk Analyst

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 Chippenham.

Your future duties and responsibilities

We are seeking a proactive Service Desk Analyst to join our dynamic IT team. In this role, you will be the first point of contact for all technical incidents, working closely with the IT department and engaging directly with end-users to resolve issues efficiently.

Key Responsibilities

1. Incident & Request Management: Provide 1st line IT technical support, taking ownership of customer incidents and service requests from initiation to resolution.
2. Ticket Monitoring: Monitor support ticket queues to ensure incidents are actioned in line with established SLAs.
3. Communication: Maintain accurate support ticket records and keep customers updated on progress.
4. Documentation: Record user requests and service issues, ensuring clarity and accuracy for future reference.
5. Service Enhancement: Offer insightful recommendations to improve future service delivery.
6. Maintenance Tasks: Perform routine maintenance on hardware and software to ensure optimal performance.

Required qualifications to be successful in this role

1. Proven Experience: Recent experience as a Service Desk Analyst.
2. Communication Skills: Excellent written and verbal communication abilities, with confidence in engaging with internal and external senior stakeholders.
3. Technical Understanding: Basic understanding of tech applications, infrastructure terminology, and entry-level principles of cloud technologies.
4. Problem-Solving: Excellent problem-solver with strong analytical skills.
5. Resilience: Ability to work effectively under tight time pressures.

Desired Competencies

1. Familiarity with Agile development processes.
2. Experience with cloud platforms.
3. Experience within the Defence sector.
4. ITIL Foundation qualification.

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.

Skills Reference 1201058