Service Desk Analyst Location: Birmingham | Full-Time | Deliver IT support at scale. Join a global leader.Compass Group PLC is a £22.9 billion global organisation and the world's largest provider of food and support services. Operating across seven key sectors—including healthcare, education, defence, and major sports venues—we serve millions of people every day across a wide variety of environments.As our technology function continues to grow, we're now looking for a Service Desk Analyst to join our Digital & Technology team in Birmingham. In this fast-paced role, you'll be the first line of IT support for our internal users, helping to resolve issues efficiently and with outstanding customer care. What you'll be doingLogging, updating, progressing, and resolving IT incidents and service requestsProviding 1st-line support for hardware, software, and general IT queriesActing as a single point of contact for end users, ensuring a high level of serviceEscalating issues appropriately and tracking progress to resolutionTroubleshooting incidents under pressure, identifying risks and offering creative solutionsCollaborating with internal teams and 3rd-party vendorsCreating and updating documentation for internal knowledge sharingSupporting office moves and IT changesGathering data for reporting and suggesting service improvements Who you areA strong communicator with excellent customer service skillsA natural problem-solver who stays calm under pressureAble to prioritise workload and manage multiple tasks with attention to detailTeam-oriented with a positive, proactive attitudeOrganised, analytical, and able to adapt to changing demandsComfortable with writing clear technical/user documentation✅ What you\'ll ideally bring (desirable, not essential)Previous IT support experience in a commercial environmentExperience supporting:Microsoft OfficeBroadband/mobile broadbandEPOS or retail systemsBespoke or proprietary softwareFamiliarity with:ITIL FoundationRemote desktop toolsIncident management systems (e.g., SupportWorks, Remedy)Mobile device support (Windows, iOS, Android)BYOD environmentsInstant messaging/chat tools for supportTouch typing or customer service trainingIT-based degree or equivalent practical experienceUbuntu knowledge is a bonus