First Line Support Analyst

Compass Group UK & Ireland Ltd; Birmingham; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Healthcare

25 days' annual leave

Birthday off

Pension

Life insurance

Wellbeing support

Job summary

Compass Group UK & Ireland Ltd is seeking a 1st Line Service Desk Analyst in Birmingham, offering flexible hybrid working and a full-time permanent role. You will provide frontline IT support across the Digital & Technology team, handling incidents via phone, email and chat while delivering excellent customer service.

The role focuses on resolving common hardware, software and Microsoft 365 issues, logging tickets, and escalating complex problems.

Qualifications

• Strong customer service and ability to help people.
• Ability to explain technical issues clearly to non-technical users.
• Experience solving IT issues in a structured and methodical way.
• Familiarity with Windows operating systems and Microsoft 365.
• Good organizational skills with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with IT service management tools such as TOPdesk or similar.
• Knowledge of ITIL principles or service desk best practices.
• GCSE Maths and English (Grade C/4 or above) or equivalent qualification/experience.
• Strong teamwork and problem-solving mindset.

Responsibilities

• Deliver first-line IT support via phone, email, chat and ticketing systems.
• Diagnose and resolve common hardware, software, Microsoft 365 and connectivity issues.
• Log, prioritise and manage incidents and service requests in line with agreed service levels.
• Maintain accurate ticket records, updates and resolution notes.
• Escalate complex issues to second-line support teams with clear diagnostic evidence.
• Support account management activities including password resets, MFA and access requests.
• Provide excellent customer service and clear communication throughout the support process.
• Contribute to knowledge articles and continuous service improvement initiatives.
• Support the maintenance of asset and configuration records and security procedures.

Skills

Customer service

Tech issue troubleshooting

Microsoft 365

Windows OS

IT service management

ITIL knowledge

Communication skills

Multi-tasking

Education

GCSE Maths & English

Tools

TOPdesk

Job description

1st Line Service Desk Analyst - Birmingham, Flexible hybrid working | Full-Time / Permanent

£27,000 + excellent benefits including healthcare, wellbeing support, 25 days' annual leave plus bank holidays, life insurance and more.

We're looking for a 1st Line Service Desk Analyst to join our Digital & Technology team, providing first-class IT support across Compass Group UK&I. This is an exciting opportunity to build your technical expertise while delivering exceptional customer service and supporting colleagues across one of the UK's largest and most innovative businesses.

If you're motivated by learning, problem-solving and making a real impact every day, we'd love to hear from you.

Compass Digital & Technology is where ideas turn into possibilities.

We're the technology team behind Compass Group UK&I, part of Compass Group, one of the world's largest hospitality businesses. We're shaping the next generation of products, platforms and experiences for Compass Group, harnessing AI to create competitive advantage and accelerate growth.

We create, manage and deploy technology which supports our operators, clients and guests. From everyday IT support to enterprise-scale cloud engineering, cybersecurity, mobile ordering and guest-facing experiences, our work reaches across the business and into the daily lives of millions of people.

But D&T is about more than technology. It's a place to be curious, challenge what's possible and turn great ideas into real outcomes. A place where talented people collaborate, experiment, learn and make an impact at scale.

We own it from idea to outcome. We challenge what's possible. And together, we're creating better solutions, every day.

1st Line Service Desk Analyst - The role

• Deliver first-line IT support via phone, email, chat and ticketing systems
• Diagnose and resolve common hardware, software, Microsoft 365 and connectivity issues
• Log, prioritise and manage incidents and service requests in line with agreed service levels
• Maintain accurate ticket records, updates and resolution notes
• Escalate complex issues to second-line support teams with clear diagnostic evidence
• Support account management activities including password resets, MFA and access requests
• Provide excellent customer service and clear communication throughout the support process
• Contribute to knowledge articles and continuous service improvement initiatives
• Support the maintenance of asset and configuration records
• Ensure compliance with security, data protection and IT support procedures

What we're looking for

• Strong customer service skills and a passion for helping people
• Ability to explain technical issues clearly to non-technical users
• Experience of troubleshooting IT issues in a structured and methodical way
• Familiarity with Windows operating systems, Microsoft 365 applications and workplace technology
• Strong organisational skills with excellent attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Experience working with IT service management tools such as TOPdesk or similar is advantageous
• Knowledge of ITIL principles or service desk best practices is desirable
• GCSE Maths and English (Grade C/4 or above) or equivalent qualification/experience
• Strong teamwork, ownership and problem-solving mindset

What you'll get in return

• Competitive salary and full company benefits
• 25 days' annual leave plus bank holidays, your birthday off, and a holiday purchase scheme
• Healthcare & wellbeing: Aviva Digicare, Medicash (dental, optical, therapy treatments)
• Mental health support: 24/7 Employee Assistance Programme
• Family benefits: Enhanced maternity, paternity, and adoption leave. 2 days' additional leave after returning from maternity leave, day off for your baby's first birthday, enhanced family leave
• Perks & discounts: Shopping, entertainment, and travel discounts, 20% off Nuffield Health and 10% off PureGym memberships
• Financial wellbeing: Pension scheme, Life Assurance, preferred rates on salary finance products
• Development opportunities: Professional subscriptions, ongoing training and structured career pathways

Compass Group is committed to creating a diverse and inclusive workplace where everyone can thrive.