We are looking for a Service Delivery & Support Analyst to 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.
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 coordination 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 Qualifications:
* 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 Qualifications:
* 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.
About Compass Group Plc: 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, Compass serves customers in various sectors.
We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package.
#J-18808-Ljbffr