Service Desk Team Leader

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 Desk Team Leader to join our busy Digital and technology team based in Birmingham. As a Service Desk Team Leader you will play a critical role in the management of your team to 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. You will also act as an escalation point for your team
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