Service Delivery & Support Analyst

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 fora Service Delivery & Support Analyst you will provide technical support to the business based in our Birmingham Office. There will be a big focus on AV support, however the role will require you to provide other technical assistance where needed. This is a multifaceted role and you will be dealing with people of all levels of the organisation.

Responsibilities:

• Develop and manage relationships with the business, internal IT colleagues, stakeholders and 3rd party vendors
• Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets
• Provide a meet and greet service, as required, to assist all VIP meetings and for clients who require a technician to help connect audio and video conferencing calls – both virtually and in person
• Fault handling and tracking of all AV related incidents through to resolution
• Equipment / meeting room set ups as needed and provide event support / equipment co-ordination where required
• Providing an excellent level of customer service whilst acting as a single point of contact for end users with technical faults and IT queries
• Escalation of issues to an appropriate level, both functional and hierarchical
• Analyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plans
• Documentation of relevant fixes for internal Knowledgebase
• To provide assistance for moves and changes
• Provide support to the rest of the Service Management team and the team manager when required.
• Assisting with other aspects of service delivery when required to include escalations and major incidents
• Data collection for reporting
• Provide ideas for service improvement that improve efficiency or user experience

Skills Required:

Essential

• Ability to determine actions necessary to resolve IT incidents and requests
• Competent with the use of end user audio visual & video conferencing equipment
• Ability to work as part of a large team
• 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
• Excellent communication skills and attention to detail
• Ability to deal with the unexpected in a calm, considered and professional manner
• Be an effective team member in cross functional project teams
• Ability to write clear procedures including technical and user documentation
• Excellent customer service skills

Desirable

• Sound understanding of network technologies and support of fixed line and mobile broadband
• IT Support in a commercial environment
• Support of MS Office
• Support of bespoke software solutions
• ITIL v4 Foundation certification

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 schemeGrow your career with our Career Pathways and MyLearning programmesQuick access for you and your immediate family to a Digital GP, and wider healthcare benefitsExclusive travel discounts with TUI, Expedia, Booking.com and many moreSave money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many moreUp to 44% off cinema tickets to enjoy your favourite blockbusterReceive Wow Points every time you spend and use them on a wide range of brandsUn-wind with us with free wellness, mindfulness and exercise classesYou can share all discounts and offers with your friends and families