Service Delivery & Support Analyst

We are looking for a 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.,

• 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
  
  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
  
  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., Join Our Team: We've Got Just the Job for You
Find a rewarding career, working with great people At Compass Group UK & Ireland, we match incredible individuals to rewarding roles and cultivate environments where our people can let their personality and passion shine through. As the UK and Ireland's leading food services partner, we know that when our people feel valued, our clients and customers feel the difference. That's why, when you step into a career with us, you'll be part of a truly supportive network with all the ingredients to go further. We pull out all the stops to make every moment at Compass Group UK & Ireland meaningful, with training schemes and development opportunities on the table for our team members who want to go the extra mile. Could you be our next team member? Why Compass? Joining Compass Group UK & Ireland is about more than getting onboard with the no. 1 team. It's about giving yourself the very best shot at a fulfilling career. We're people powered. That's why we make it our mission to recruit talented people and then help them to thrive, rewarding excellence every step of the way. Find a career that makes you smile A job you truly want to get out of bed for needn't be just a dream. With an exciting range of Compass careers to explore, now is the time to step into a role that inspires you. A role that lets your strengths shine, teaches you invaluable new skills, and drives your career path forward. As the UK and Ireland's favourite food services partner, we've got a position for every taste. Whether you want to bring flavour to our portfolio of brilliant brands as one of our talented culinary professionals, or you're a natural born leader with the management skills to motivate a frontline team, you'll thrive in one of our varied Compass Group UK & Ireland jobs. Compass Group UK and Ireland Compass Group UK & Ireland is the UK's leading food and support services provider. Operating in some 6,000 + locations across the UK & Ireland, Compass provides expert catering, cleaning, and facilities management services to a range of clients and sectors across the country. Tens of thousands of talented people providing tasty, well-cooked food and support services to improve the health and wellbeing of workers, school children, hospital patients, military and visitors to the nation's major sports and cultural events.

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