Service Desk Analyst

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

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., 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
• 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.