service desk analyst Birmingham, England
Job description
What you'll be doing:
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 Analyst to take an active lead in triaging the flow of systemised problems within the OurTime programme through to resolution. Ensuring excellent customer service standards, life cycles, overseeing triage, supporting root cause analysis process, and developing a key function. Our Time is a major WFM project, rolling out a time and attendance system across the majority of the Compass Group sites.
This is a position in a fast-paced environment and will require excellent priority management and people skills. This role will be primarily based in Parklands, Birmingham with provision for some working from home.
More about the role:
As a Service Desk Analyst, you will take responsibility for:
Identifying problems, understanding the root causes and working to provide permanent solutions
Ensuring accurate communication with subject matter experts for the development of resolutions
Managing the relationship with our Digital Solutions provider
Resolve issues in a timely and professional manner
Provide a consistent, professional face for the programme
Work with cross-functional teams to ensure issues are accurately identified and resolved
Identify and escalate any risks and issues where appropriate.
Record learnings, cross training, and knowledge share within the Our Time team to ensure legacy from development
Stakeholder managements, managing key relationships within internal and external customers
What we’ll give:
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
Who you are:
Experience & Qualifications
Experience of working with digital solutions, analysing output and stats
Stakeholder Management experience.
Technical knowledge of performance management systems and administration
Cross sector operational experience in a contract catering, or TUPE environment
Driven for continuous improvement
HR experience or background beneficial but not essential
Personal Qualities
Professional with excellent communication and people skills
You will have an eye for detail, be logical and determined
Able to work under pressure whilst maintaining quality of output
Strong relationship builder with an interest in process and technology solutions
