Service Support Team Analyst (IT)

At CGI, we?re shaping the future of IT service excellence?empowering our clients to achieve operational resilience and outstanding customer experiences. As part of our Service Support team, you?ll play a pivotal role in maintaining seamless IT operations, resolving complex incidents, and driving continuous improvement across mission-critical systems. This is your opportunity to contribute to transformation that truly matters?delivering innovation, reliability, and measurable value while growing your career in a collaborative environment built on trust, ownership, and creativity. 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 based on-site 5 days per week, in Liverpool. Candidate profile: In this role, you?ll take ownership of day-to-day service operations?ensuring incidents and service requests are managed efficiently and effectively. You?ll collaborate closely with clients, vendors, and CGI colleagues to maintain high service standards and identify opportunities for improvement. Working in a 24/7/365 environment, you?ll apply your problem-solving skills to keep systems running smoothly, contributing to continuous service innovation and knowledge sharing. You?ll be empowered to take initiative, collaborate across teams, and bring creative solutions that enhance service delivery and client satisfaction?supported by CGI?s culture of partnership and shared success. Key responsibilities:

• Manage & Resolve: Handle incidents, service requests, and lifecycle activities in line with best practice
• Analyse & Improve: Conduct root cause analysis for recurring issues and identify areas for operational improvement
• Collaborate & Communicate: Liaise with clients, vendors, and 3rd parties to ensure timely resolution
• Optimise & Contribute: Support performance tuning, minor upgrades, and knowledge base updates
• Engage & Support: Participate in team meetings, share insights, and contribute to service excellence
• Deliver & Lead: Support a 24/7/365 operational rota, ensuring service continuity and reliability

Required qualifications to be successful in this role You should have a strong foundation in IT service operations, with the ability to manage incidents and requests efficiently while maintaining excellent communication and client service standards. A proactive, collaborative approach and commitment to quality will help you thrive in this dynamic environment. Essential qualifications:

• Strong problem-solving and analytical skills
• Excellent written and verbal communication
• Ability to work independently and collaboratively
• High level of self-motivation and accountability
• Strong time management and organisational skills

Desirable qualifications:

• Experience in a customer-facing IT service desk role
• Understanding of SLAs and performance targets
• ITIL awareness or certification

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