Second Line Support Analyst

Compass Group UK & Ireland Ltd; Birmingham; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Healthcare

Wellbeing support

25 days annual leave + bank holidays

Job summary

Compass Group UK & Ireland Ltd is seeking a 2nd Line Service Desk Analyst in Birmingham, offering flexible hybrid working and a permanent full-time role. The position pays £30,000 plus healthcare, wellbeing support, and generous leave, with a focus on resolving escalated incidents across Microsoft 365, endpoints, and connectivity services.

You will own escalated issues, collaborate with specialist teams, maintain incident records, and contribute to continuous service improvement while upholding

Qualifications

• Experience supporting IT incidents beyond first-line resolution.
• Strong diagnostic and problem-solving skills with structured investigations.
• Knowledge of Microsoft 365, endpoint technologies, user account management and connectivity troubleshooting.
• Experience with incident, request and change management processes.
• Strong customer service and communication skills.

Responsibilities

• Take ownership of escalated incidents and service requests through to resolution or handover.
• Diagnose and resolve complex issues across Microsoft 365, endpoints, access management and connectivity services.
• Investigate technical faults using structured troubleshooting and evidence-based analysis.
• Collaborate with third-line teams, suppliers and technical specialists to restore services quickly.
• Maintain accurate incident records, diagnostic information and resolution documentation.
• Support major incident response activities and service restoration efforts.
• Identify recurring issues and contribute to continuous service improvement initiatives.
• Create knowledge articles and coach first-line colleagues on diagnosis and resolution techniques.
• Support testing activities for approved fixes, releases and service improvements.
• Ensure compliance with security, access control, data protection and change management processes.

Skills

Strong diagnostic and problem-solving

Experience IT incidents support

Microsoft 365 knowledge

ITSM platforms experience

Security awareness

Tools

ITSM tools

Job description

2nd Line Service Desk Analyst - Birmingham, Flexible hybrid working | Full-Time / Permanent

£30,000 + excellent benefits including healthcare, wellbeing support, 25 days' annual leave plus bank holidays, life insurance and more.

We're seeking a 2nd Line Service Desk Analyst to join our Digital & Technology team and play a key role in resolving complex technical issues across Compass Group UK&I. This is an exciting opportunity for an experienced IT support professional to take ownership of escalated incidents, collaborate with specialist teams and help improve the technology experience for thousands of colleagues nationwide.

If you enjoy investigation, problem-solving and delivering outstanding technical support, 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.

2nd Line Service Desk Analyst - The role

• Take ownership of escalated incidents and service requests through to resolution or agreed handover
• Diagnose and resolve complex issues across Microsoft 365, endpoints, access management and connectivity services
• Investigate technical faults using structured troubleshooting and evidence-based analysis
• Collaborate with third-line teams, suppliers and technical specialists to restore services quickly
• Maintain accurate incident records, diagnostic information and resolution documentation
• Support major incident response activities and service restoration efforts
• Identify recurring issues and contribute to continuous service improvement initiatives
• Create knowledge articles and coach first-line colleagues on diagnosis and resolution techniques
• Support testing activities for approved fixes, releases and service improvements
• Ensure compliance with security, access control, data protection and change management processes

What we're looking for

• Experience supporting and troubleshooting IT incidents beyond first-line resolution
• Strong diagnostic and problem-solving skills with a structured approach to investigations
• Knowledge of Microsoft 365, endpoint technologies, user account management and connectivity troubleshooting
• Experience working with incident, request and change management processes
• Strong customer service and communication skills
• Ability to prioritise workloads and manage expectations effectively
• Experience working with ITSM platforms and maintaining accurate support records
• Passion for knowledge sharing, coaching and service improvement
• Understanding of information security and data protection best practice
• ITIL Foundation or equivalent service management knowledge would be advantageous

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.