Service Desk Analyst
| Posting date: | 15 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 15 May 2024 |
| Location: | Birmingham, B45 9PZ |
| Company: | Compass Group |
| Job type: | Permanent |
| Job reference: | 149998 |
Summary
- Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets
- 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
- Liaise with 3rd Party vendors and internal teams
- Documentation of relevant fixes for internal Knowledgebase
- To provide assistance for moves and changes
- Data collection for reporting
- Provide ideas for service improvement that improve efficiency or user experience
Essential
- Ability to determine actions necessary to resolve IT incidents and requests
- 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
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