At CGI, we’re committed to delivering exceptional IT services that keep our clients’ critical operations running smoothly. As an IT Support Analyst, you’ll play a vital role in providing responsive operational support, resolving technical issues, and ensuring service excellence for our clients. Working onsite in Liverpool as part of a collaborative support team, you’ll have the opportunity to take ownership of incidents and service requests, contribute to continuous service improvements, and develop your career within an organisation that values innovation, collaboration and professional growth.
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, and 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.
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 is an onsite position based in Liverpool and includes participation in a 24/7/365 rota.
Candidate Profile
In this role, you will provide operational support by managing service requests, incidents, and lifecycle activities, ensuring they are resolved efficiently and in line with agreed service levels. You’ll work independently on day-to-day support activities while collaborating with colleagues to deliver excellent customer service, contribute to minor upgrades and identify opportunities to improve operational processes.
You’ll communicate directly with clients, vendors and third‑party suppliers to resolve issues, perform basic administration across customer applications and contribute to a culture of knowledge sharing and continuous improvement. As part of a 24/7/365 support team, you’ll play an important role in maintaining the availability and reliability of critical services.
Key Responsibilities
- Resolve and manage service requests and incidents in line with best practice and SLA targets.
- Investigate and escalated complex technical issues following established procedures.
- Support and administer customer applications and lifecycle management activities.
- Communicate and collaborate with clients, vendors and internal teams to ensure timely resolution of issues.
- Review and route incoming incidents to the appropriate support teams.
- Identify and improve opportunities to enhance operational processes and service delivery.
- Contribute and share knowledge, documentation and best practices across the team.
- Participate and support the 24/7/365 operational support rota.
Required Qualifications To Be Successful In This Role
We’re looking for a motivated and customer‑focused IT professional with excellent communication skills and a proactive approach to problem solving. You’ll be comfortable working independently as well as part of a collaborative team, with a strong commitment to delivering high‑quality support in a fast‑paced operational environment.
Essential Qualifications
- Strong problem‑solving and analytical skills.
- Excellent written and verbal communication skills.
- Ability to work independently and collaboratively within a team.
- Self‑motivated with strong organisational and time‑management skills.
- Commitment to delivering excellent customer service.
- Willingness and ability to participate in a 24/7/365 support rota.
Desirable Qualifications
- Previous experience in a customer‑facing IT Service Desk or IT Support role.
- Understanding of working to Service Level Agreements (SLAs).
- ITIL Foundation certification or ITIL awareness.
- Experience working with incident and service request management tools.
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