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.

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 experienceSkills Required:

• 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 certificationWe 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:

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