Service Desk Analyst

Compass Group UK; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading food services provider in the United Kingdom is seeking a Service Desk Analyst to join their Digital & Technology team in Birmingham. In this fast-paced role, you will provide first line IT support for internal users, addressing hardware and software issues, logging incidents, and ensuring outstanding customer service. Ideal candidates will possess strong communication skills, problem-solving abilities, and experience in IT support. This role emphasizes teamwork and adaptability in a dynamic environment.

Qualifications

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

Responsibilities

• Logging, updating, progressing, and resolving IT incidents.
• Providing 1st-line support for hardware, software, and general IT queries.
• Escalating issues appropriately and tracking progress to resolution.

Skills

Communication skills

Customer service skills

Problem-solving

Attention to detail

Education

IT-based degree or equivalent practical experience

Tools

Microsoft Office

Incident management systems

Remote desktop tools

Job description

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.

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