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
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