IT Service Desk Analyst – First‑Line Support

Compass Group PLC; Birmingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Compass Group UK is seeking a Service Desk Analyst to join the Digital & Technology team in Birmingham. You will be the first line of IT support for internal users, resolving issues with strong customer care and professional communication.

The role is full-time (40 hours per week) within a fast-paced, service-focused environment, offering progression and training within a large UK business.

Qualifications

• Experience providing 1st-line IT support to internal users.
• Excellent customer service and communication skills.
• Familiar with ITIL Foundation and incident management systems.
• Experience with MS Office and retail/EPOS systems.
• Comfortable writing technical/user documentation.

Responsibilities

• Logging, updating, progressing, and resolving IT incidents and service requests.
• Providing 1st-line support for hardware, software, and IT queries.
• Acting as a single point of contact for end users and ensuring service quality.
• Escalating issues and tracking progress to resolution.
• Troubleshooting incidents under pressure and proposing solutions.
• Collaborating with internal teams and 3rd-party vendors.
• Creating and updating internal documentation.
• Supporting office moves and IT changes.
• Gathering data for reporting and suggesting improvements.
• Maintaining clear, professional user documentation.

Skills

1st-line support

Customer service

Documentation

Incident management

Team player

Education

IT-based degree

Tools

SupportWorks

Remedy

Remote desktop tools

Job description

Compass Group UK is seeking a Service Desk Analyst to join the Digital & Technology team in Birmingham. You will be the first line of IT support for internal users, resolving issues with strong customer care and professional communication.

The role is full-time (40 hours per week) within a fast-paced, service-focused environment, offering progression and training within a large UK business.