Service Desk Analyst

Chartwells Independent; Birmingham; On-site; GBP 24,000 - 32,000; Full time

Job summary

Compass Group UK&I in Birmingham is seeking a Service Desk Analyst to be the first line of IT support for internal users, handling incidents and service requests with a focus on customer care. This full-time role, 40 hours per week, requires strong communication and problem-solving skills, with the ability to prioritise, document solutions, and work with internal teams and vendors.

You’ll contribute to continuous improvement by gathering data for reports and helping with office moves and IT

Qualifications

• Strong communication and customer service skills.
• Previous IT support experience in a commercial environment.
• Ability to prioritise workload and stay calm under pressure.
• Able to write clear technical/user documentation.

Responsibilities

• Logging, updating, progressing, and resolving IT incidents and service requests.
• Providing 1st-line support for hardware, software, and general IT queries.
• Acting as a single point of contact for end users, ensuring a high level of service.
• Escalating issues appropriately and tracking progress to resolution.
• Troubleshooting incidents under pressure, identifying risks 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 suggesting service improvements.

Skills

Customer service

Communication

Problem solving

Documentation

Teamwork

Tools

SupportWorks

Remedy

Remote desktop

Job description

We're currently recruiting a dedicated Service Desk Analyst to help ensure the smooth running of the operations in Compass Group UK on a full time basis, contracted to 40 hours per week.

As a Service Desk Analyst, you will use your skills to maintain a high standard of quality work. In return, you will have the chance to progress your career with a company that invests in its people, celebrates individuality, and rewards and recognises employees who go beyond the plate.

Could you bring your spark to Compass Group UK? Here's what you need to know before applying:

As our technology function continues to grow, we’re now looking for a Service Desk Analyst to join our Digital & Technology team in Birmingham. In this fast-paced role, you’ll be the first line of IT support for our internal users, helping to resolve issues efficiently and with outstanding customer care.

What you’ll be doing

• Logging, updating, progressing, and resolving IT incidents and service requests

• Providing 1st-line support for hardware, software, and general IT queries

• Acting as a single point of contact for end users, ensuring a high level of service

• Escalating issues appropriately and tracking progress to resolution

• Troubleshooting incidents under pressure, identifying risks 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 suggesting service improvements

Who you are

• A strong communicator with excellent customer service skills

• A natural problem-solver who stays calm under pressure

• Able to prioritise workload and manage multiple tasks with attention to detail

• Team-oriented with a positive, proactive attitude

• Organised, analytical, and able to adapt to changing demands

• Comfortable with writing clear technical/user documentation

What you'll ideally bring (desirable, not essential)

• Previous IT support experience in a commercial environment

• Experience supporting:

  • Microsoft Office

  • Broadband/mobile broadband

  • EPOS or retail systems

  • Bespoke or proprietary software

• Familiarity with:

  • ITIL Foundation

  • Remote desktop tools

  • Incident management systems (e.g., SupportWorks, Remedy)

  • Mobile device support (Windows, iOS, Android)

  • BYOD environments

  • Instant messaging/chat tools for support

• Touch typing or customer service training

• IT-based degree or equivalent practical experience

• Ubuntu knowledge is a bonus

As part of Compass you'll help to feed people, fuel progress and forge connections in around 6,000 venues. Join us to grow your career with the industry leader, and get competitive pay, great perks and unrivalled opportunities for learning and development, at one of the UK's biggest businesses.

Job Reference: com/2109/344800/52528013/WJ #Central Functions

Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive - because diversity is our strength!