Service Desk Analyst

Compass Group PLC; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global service provider in Birmingham is looking for a Service Desk Analyst to join the Digital & Technology team. The role involves providing 1st-line IT support, logging incidents, and ensuring high customer service levels. The ideal candidate will have a background in IT support, excellent communication skills, and the ability to prioritize tasks effectively. This position offers a dynamic work environment within a well-established organization that serves millions everyday.

Qualifications

• Strong communicator with excellent customer service skills.
• Natural problem-solver who stays calm under pressure.
• Able to prioritize workload and manage multiple tasks.

Responsibilities

• Log, update, and resolve IT incidents and service requests.
• Provide 1st-line support for hardware and general IT queries.
• Act as a single point of contact for end users.

Skills

Customer service skills

Problem-solving

Ability to prioritize tasks

Team-oriented attitude

Organizational skills

Education

IT-based degree or equivalent practical experience

Tools

Microsoft Office

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

Remote desktop tools

Mobile device support

Job description

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.

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
• 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

Qualifications

• 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

Compass Group PLC

Compass Group PLC is a £22.9 billion global organisation and the world's largest provider of food and support services. Operating across seven key sectors‑including healthcare, education, defence, and major sports venues‑we serve millions of people every day across a wide variety of environments.