service desk analyst Birmingham, England
Job description
Compass Group Plc (Compass) is a £22.9 billion turnover, global organisation and the world’s leading provider of food and support services. With operations across seven key business areas (Foodservice; Support Services; Business & Industry; Healthcare & Seniors; Education; Sports & Leisure; and Defence, Offshore & Remote), Compass serves customers in offices and factories; schools and universities; hospitals and senior living communities; major sports and cultural venues; and remote mining camps and offshore platforms.
We are looking for a Service Desk Manager to join our busy Digital & Technology department. You who will play a critical role in the management of daily operations of the 1st Line Service Desk, representing the team to other stakeholders and helping to ensure that the Service Desk is constantly developing and improving.
You will monitor operations to make sure tickets are addressed in a timely manner, as well as serving as the service desk liaison to major business impacting initiatives.
More about the role:- Lead the day to day operations of the D&T Service Desk, including management of colleagues, implementation of processes and procedures, and the monitoring of performance
- Develop and implement the IT Service Desk's processes and procedures, in line with ITIL best practice
- Analyse performance of Service Desk activities and documented resolutions, identify problem area, and devise and deliver solutions to enhance quality of service and to prevent future problems
- Evolve the maturity and performance of the D&T Service Desk
- Establishing and maintaining key relationships with other departments within Compass, to ensure that the Service Desk is providing an excellent level of support
- Acting as the IT Escalation point to all area of the business for any IT Support issues
- Continually review and update request handling and escalation policies and procedures
- Implement Customer Satisfaction review processes and ensure that feedback is reviewed and responded to where low satisfaction is reported
We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:
- Contributory pension scheme
- Grow your career with our Career Pathways and MyLearning programmes
- Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits
- Exclusive travel discounts with TUI, Expedia, Booking.com and many more
- Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
- Up to 44% off cinema tickets to enjoy your favourite blockbuster
- Receive Wow Points every time you spend and use them on a wide range of brands
- Un-wind with us with free wellness, mindfulness and exercise classes
- You can share all discounts and offers with your friends and families
Essential
- Ability to determine actions necessary to resolve IT incidents and requests
- Team management experience
- Demonstrates excellent problem solving abilities and a degree of urgency and responsiveness to incidents and their resolution
- Have an organised working practice with a mature and calm approach to all user situations
- Ability to exercise sound judgement and evaluative thinking, especially under pressure
- Strong communication skills and attention to detail
- Ability to deal with the unexpected in a calm, considered and professional manner
- Excellent Analytical skills
- Experience in designing, implementing and continually improving processes
- Excellent customer service skills
Desirable
- IT Support in a commercial environment
- Support of broadband and mobile broadband
- Support of MS Office
- Support of EPOS / retail systems and associated back office software
- Support of bespoke software solutions
- ITIL v3 Foundation certification
