Service Delivery & Support Analyst

at  Compass Group

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.
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