Service Desk Analyst: Fast-Paced IT Support & Growth

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

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