At a Glance
- Tasks: Provide first-class IT support and resolve technical issues for colleagues.
- Company: Join Compass Group, a leader in hospitality and technology innovation.
- Benefits: Enjoy competitive salary, 25 days' leave, healthcare, and wellness support.
- Other info: Flexible hybrid working and excellent career development opportunities.
- Why this job: Make a real impact while building your tech skills in a dynamic environment.
- Qualifications: Strong customer service skills and familiarity with IT troubleshooting.
The predicted salary is between 31500 - 38500 £ per year.
1st Line Service Desk Analyst - Birmingham, Flexible hybrid working | Full-Time / Permanent
£27,000 + excellent benefits including healthcare, wellbeing support, 25 days' annual leave plus bank holidays, life insurance and more.
We're looking for a 1st Line Service Desk Analyst to join our Digital & Technology team, providing first-class IT support across Compass Group UK&I.
This is an exciting opportunity to build your technical expertise while delivering exceptional customer service and supporting colleagues across one of the UK's largest and most innovative businesses.
If you're motivated by learning, problem-solving and making a real impact every day, we'd love to hear from you.
Compass Digital & Technology is where ideas turn into possibilities.
We're the technology team behind Compass Group UK&I, part of Compass Group, one of the world's largest hospitality businesses.
We're shaping the next generation of products, platforms and experiences for Compass Group, harnessing AI to create competitive advantage and accelerate growth.
We create, manage and deploy technology which supports our operators, clients and guests.
From everyday IT support to enterprise-scale cloud engineering, cybersecurity, mobile ordering and guest-facing experiences, our work reaches across the business and into the daily lives of millions of people.
But D&T is about more than technology.
It's a place to be curious, challenge what's possible and turn great ideas into real outcomes.
A place where talented people collaborate, experiment, learn and make an impact at scale.
We own it from idea to outcome. We challenge what's possible. And together, we're creating better solutions, every day.
- 1st Line Service Desk Analyst - The role
- Deliver first-line IT support via phone, email, chat and ticketing systems
- Diagnose and resolve common hardware, software, Microsoft 365 and connectivity issues
- Log, prioritise and manage incidents and service requests in line with agreed service levels
- Maintain accurate ticket records, updates and resolution notes
- Escalate complex issues to second-line support teams with clear diagnostic evidence
- Support account management activities including password resets, MFA and access requests
- Provide excellent customer service and clear communication throughout the support process
- Contribute to knowledge articles and continuous service improvement initiatives
- Support the maintenance of asset and configuration records
- Ensure compliance with security, data protection and IT support procedures
What we're looking for
- Strong customer service skills and a passion for helping people
- Ability to explain technical issues clearly to non-technical users
- Experience of troubleshooting IT issues in a structured and methodical way
- Familiarity with Windows operating systems, Microsoft 365 applications and workplace technology
- Strong organisational skills with excellent attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Experience working with IT service management tools such as TOPdesk or similar is advantageous
- Knowledge of ITIL principles or service desk best practices is desirable
- GCSE Maths and English (Grade C/4 or above) or equivalent qualification/experience
- Strong teamwork, ownership and problem-solving mindset
- What you'll get in return
- Competitive salary and full company benefits
- 25 days' annual leave plus bank holidays, your birthday off, and a holiday purchase scheme
- Healthcare & wellbeing: Aviva Digicare, Medicash (dental, optical, therapy treatments)
- Mental health support: 24/7 Employee Assistance Programme
- Family benefits: Enhanced maternity, paternity, and adoption leave. 2 days' additional leave after returning from maternity leave, day off for your baby's first birthday, enhanced family leave
- Perks & discounts: Shopping, entertainment, and travel discounts, 20% off Nuffield Health and 10% off Pure Gym memberships
- Financial wellbeing: Pension scheme, Life Assurance, preferred rates on salary finance products
- Development opportunities: Professional subscriptions, ongoing training and structured career pathways
Compass Group is committed to creating a diverse and inclusive workplace where everyone can thrive.
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First Line Support Analyst in Birmingham employer: Compass Group UK & Ireland Ltd
At CH&CO, we pride ourselves on being an exceptional employer that values diversity and inclusivity, ensuring our team members love what they do while having fun. As a Brand Technology Manager, you'll enjoy a hybrid working environment with opportunities for personal development, a comprehensive benefits package including healthcare support, and a vibrant work culture that encourages innovation and collaboration across our market-leading brands. With regular site visits and the chance to drive technology-led growth initiatives, you'll play a pivotal role in enhancing customer experiences and operational efficiency.
Contact Details:
Compass Group UK & Ireland Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Analyst in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Compass Group UK & Ireland Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Compass Group UK & Ireland Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace First Line Support Analyst in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Compass Group UK & Ireland Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Compass Group UK & Ireland Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Compass Group UK & Ireland Ltd!
How to prepare for a job interview at Compass Group UK & Ireland Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
