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Service Desk Analyst
2 weeks ago
We have an exciting opportunity for a Service Desk Analyst to join our award-winning IT team on an initial 6-month FTC. As a Service Desk Analyst here at Mitchells & Butlers, you will be responsible for providing IT support services and acting as a single point of contact between the service provider (internal and external) and all IT Customers. Working in our Birmingham city centre head office, you'll be part of our IT Help Desk Team that sits within our Business Change & Technology Department. We are looking for someone passionate about tech.
The role involves a mixture of office and home-based working, with a shift pattern of 4 days on, 4 days off
What's in it for me?
- 33% off at all our brands, including our hotels. Whether it's date night at Miller & Carter or a family roast at Toby Carvery, we've got you covered.
- A pension that pays, where we'll more than match your contributions (x1.5 of your contributions, up to a maximum of 5% of your salary).
- Private healthcare, dental plan, cycle to work, and keep fit schemes.
- 26 days annual leave plus bank holidays, plus option to buy up to 2 weeks extra holiday.
- Opportunity to opt in to Sharesave Plan, enabling you to save to buy shares or have money returned.
About us…
Serving with pride since 1898, Mitchells & Butlers are the heart of UK hospitality. In fact, you already know us, even if you don't realise it We own and run more than 1,600 pubs, bars and restaurants including the stylish All Bar One brand, legendary Miller & Carter steakhouses, and the iconic Toby Carvery. We are Mitchells & Butlers, and we set the industry standard.
The Opportunity – Service Desk Analyst
- Front Line call handling per MAB best practice. Following front-line quality criteria and capturing clear and concise call comments.
- Accurately logging calls from corporate users and retail outlets following call scripting.
- Escalating calls through agreed escalation procedures to the relevant contact, including escalation of incorrect call subjects and scripting.
- Dealing effectively with difficult customers and addressing their concerns.
- Taking responsibility for calls by seeing them through to completion where possible.
- Highlighting problems impacting the shift and making recommendations for resolving them.
- Backline call management and investigation of backline calls.
What you'll need to bring to the Service Desk Analyst role:
- Just like our brands, our teams are diverse. You'll need...
- Experience in Microsoft Office Suite.
- Excellent knowledge of customer service practice.
- Experience in mediation and conflict resolution techniques.
- Experience providing support for Windows 10/11 operating systems.
- Hands-on experience with Active Directory for user account management (e.g., password resets, unlocking accounts).
- Proficiency with the Microsoft 365 suite, including administration and support for Outlook and Teams.
- Experience using an ITSM tool (e.g., ServiceNow) for logging, managing, and escalating incidents.
- Familiarity with using remote support tools to troubleshoot end-user issues.
- A basic understanding of networking principles (TCP/IP, DNS, DHCP).
- Data analysis experience.
- Experience working in customer service or sales.
- ITIL Foundation preferable.
Closing Date: Tuesday 28th October 2025
