Compass Group Plc Overview
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:
1. Foodservice
2. Support Services
3. Business & Industry
4. Healthcare & Seniors
5. Education
6. Sports & Leisure
7. Defence, Offshore & Remote
Compass serves customers in various settings including offices and factories, schools and universities, hospitals and senior living communities, major sports and cultural venues, and remote mining camps and offshore platforms.
Job Opportunity: Service Delivery & Support Analyst
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
1. Develop and manage relationships with the business, internal IT colleagues, stakeholders, and 3rd party vendors.
2. Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets.
3. Provide a meet and greet service, as required, to assist all VIP meetings and for clients needing a technician to help connect audio and video conferencing calls – both virtually and in person.
4. Fault handling and tracking of all AV-related incidents through to resolution.
5. Equipment/meeting room set ups as needed and provide event support/equipment coordination where required.
6. Provide an excellent level of customer service while acting as a single point of contact for end users with technical faults and IT queries.
7. Escalate issues to an appropriate level, both functional and hierarchical.
8. Analyse undocumented incidents and provide sound, timely and creative solutions, often under pressure of time, identifying associated risks and appropriate mitigation plans.
9. Document relevant fixes for the internal Knowledgebase.
10. Provide assistance for moves and changes.
11. Support the rest of the Service Management team and the team manager when required.
12. Assist with other aspects of service delivery when required, including escalations and major incidents.
13. Data collection for reporting.
14. Provide ideas for service improvement that enhance efficiency or user experience.
Skills Required
Essential
1. Ability to determine actions necessary to resolve IT incidents and requests.
2. Competent with the use of end user audio visual & video conferencing equipment.
3. Ability to work as part of a large team.
4. Demonstrates excellent problem solving abilities and a sense of urgency and responsiveness to incidents and their resolution.
5. Organised working practice with a mature and calm approach to all user situations.
6. Ability to exercise sound judgement and evaluative thinking, especially under pressure.
7. Excellent communication skills and attention to detail.
8. Ability to deal with the unexpected in a calm, considered and professional manner.
9. Be an effective team member in cross-functional project teams.
10. Ability to write clear procedures including technical and user documentation.
11. Excellent customer service skills.
Desirable
1. Sound understanding of network technologies and support of fixed line and mobile broadband.
2. IT Support in a commercial environment.
3. Support of MS Office.
4. Support of bespoke software solutions.
5. ITIL v4 Foundation certification.
Benefits
We 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:
1. Contributory pension scheme.
2. Grow your career with our Career Pathways and MyLearning programmes.
3. Quick access for you and your immediate family to a Digital GP, and wider healthcare benefits.
4. Exclusive travel discounts with TUI, Expedia, Booking.com, and many more.
5. Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons, and many more.
6. Up to 44% off cinema tickets to enjoy your favourite blockbuster.
7. Receive Wow Points every time you spend and use them on a wide range of brands.
8. Unwind with us with free wellness, mindfulness and exercise classes.
9. You can share all discounts and offers with your friends and families.
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