Service Desk Analyst

4 weeks ago

Birmingham, Birmingham, United Kingdom Central Functions Full time
Compass Group Plc (Compass) is a £22.9 billion turnover, global organisation and the world's leading provider of food and support services. With operations across seven key business areas (Foodservice; Support Services; Business & Industry; Healthcare & Seniors; Education; Sports & Leisure; and Defence, Offshore & Remote), Compass serves customers in offices and factories; schools and universities; hospitals and senior living communities; major sports and cultural venues; and remote mining camps and offshore platforms.
We are looking for a Service Desk Analyst to join our busy Digital and technology team based in Birmingham. As a Service Desk Analyst you will provide 1 st class support to Compass users. This will cover hardware and software support. You will be logging, updating, progressing and resolving incidents, and service requests, to agreed standards and timelines.
A natural trouble-shooter with a talent for multi-tasking and prioritising workload, you will pay close attention to detail to progress tickets to a satisfactory outcome.
Responsibilities:
  • Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets
  • Providing an excellent level of customer service whilst acting as a single point of contact for end users with technical faults and IT queries
  • Escalation of issues to an appropriate level, both functional and hierarchical
  • Analyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plans
  • Liaise with 3 rd Party vendors and internal teams
  • Documentation of relevant fixes for internal Knowledgebase
  • To provide assistance for moves and changes
  • Data collection for reporting
  • Provide ideas for service improvement that improve efficiency or user experience
Who you are:Essential
  • Ability to determine actions necessary to resolve IT incidents and requests
  • Ability to work as part of a large team
  • Demonstrates excellent problem solving abilities and a degree of urgency and responsiveness to incidents and their resolution
  • Have an organised working practice with a mature and calm approach to all user situations
  • Ability to exercise sound judgement and evaluative thinking, especially under pressure
  • Excellent communication skills and attention to detail
  • Ability to deal with the unexpected in a calm, considered and professional manner
  • Be an effective team member in cross functional project teams
  • Ability to write clear procedures including technical and user documentation
  • Excellent customer service skills
We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:
  • Contributory pension scheme
  • Grow your career with our Career Pathways and MyLearning programmes
  • Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
  • Exclusive travel discounts with TUI, Expedia, and many more
  • Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
  • Up to 44% off cinema tickets to enjoy your favourite blockbuster
  • Receive Wow Points every time you spend and use them on a wide range of brands
  • Un-wind with us with free wellness, mindfulness and exercise classes
  • You can share all discounts and offers with your friends and families

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