Overview

Salary: Competitive

Shift hours: Permanent

As part of Compass you’ll help to feed people, fuel progress and forge connections in around 6,000 venues. Join us to grow your career with the industry leader, and get competitive pay, great perks and unrivalled opportunities for learning and development, at one of the UK’s biggest businesses.

We now have an exciting opportunity for a Service Desk Analyst. As a Service Desk Analyst you will provide 1st class support to Compass users. This will cover hardware and software support. You will be logging, updating, progressing and resolving incidents, and service requests, to agreed standards and timelines.

A natural trouble-shooter with a talent for multi-tasking and prioritising workload, you will pay close attention to detail to progress tickets to a satisfactory outcome.

  • 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

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
  • Remote desktop control technologies

Reference: compass/TP/1526538/119770

Location: 0

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