Service Desk Analyst

Service Desk Analyst - Birmingham

Service Desk Analyst Location :
Birmingham | Full-Time |

Deliver IT support n a global leader.

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.

• 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

• Previous IT support experience in a commercial environment
• Experience supporting Microsoft Office
• Experience supporting Broadband / mobile broadband
• Experience supporting EPOS or retail systems
• Experience supporting Bespoke or proprietary software
• Familiarity with ITIL Foundation
• Remote desktop tools
• Incident management systems (e.g., Support Works, 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