IT Service Desk Analyst: 1st Line Support & Troubleshooting

Compass Group UK & Ireland; Birmingham; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

Learning & development

Employee rewards

Job summary

Compass Group UK & Ireland is recruiting a Service Desk Analyst to join the Digital & Technology team in Birmingham. You’ll be the first line of IT support for internal users, resolving issues with customer care and contributing to service improvements.

In this full-time role, you’ll log and manage incidents, provide 1st-line support for hardware/software, collaborate with teams and vendors, and help maintain documentation while supporting office moves and IT changes.

Qualifications

• Experience in IT support in a commercial environment.
• Experience supporting Microsoft Office and EPOS/retail systems.
• Familiarity with ITIL Foundation and incident management tools.
• Knowledge of remote desktop tools and mobile device support.
• BYOD environments experience.
• Typing or customer service training.
• IT-based degree or equivalent practical experience.
• Ubuntu knowledge is a bonus.

Responsibilities

• Logging, updating, progressing, and resolving IT incidents and service requests
• 1st-line support for hardware, software, and general IT queries
• Single point of contact for end users, high level of service
• Escalating issues and tracking progress to resolution
• Troubleshooting incidents under pressure and offering creative solutions
• Collaborating with internal teams and 3rd-party vendors
• Creating and updating documentation for internal knowledge sharing
• Supporting office moves and IT changes
• Gathering data for reporting and service improvements

Skills

Strong communicator

Problem solver

Prioritisation

Team oriented

Organised

Analytical

Documentation

Customer service

Education

ITIL Foundation

IT degree or equivalent

Ubuntu knowledge

Tools

Remote desktop tools

SupportWorks

Remedy

Job description

Compass Group UK & Ireland is recruiting a Service Desk Analyst to join the Digital & Technology team in Birmingham. You’ll be the first line of IT support for internal users, resolving issues with customer care and contributing to service improvements.

In this full-time role, you’ll log and manage incidents, provide 1st-line support for hardware/software, collaborate with teams and vendors, and help maintain documentation while supporting office moves and IT changes.