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 teamA 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.Responsibilities:Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targetsProviding an excellent level of customer service whilst acting as a single point of contact for end users with technical faults and IT queriesEscalation of issues to an appropriate level, both functional and hierarchicalAnalyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plansLiaise with 3rd Party vendors and internal teamsDocumentation of relevant fixes for internal KnowledgebaseTo provide assistance for moves and changesData collection for reportingProvide ideas for service improvement that improve efficiency or user experienceWho you are:EssentialAbility to determine actions necessary to resolve IT incidents and requestsAbility to work as part of a large teamDemonstrates excellent problem solving abilities and a degree of urgency and responsiveness to incidents and their resolutionHave an organised working practice with a mature and calm approach to all user situationsAbility to exercise sound judgement and evaluative thinking, especially under pressureExcellent communication skills and attention to detailAbility to deal with the unexpected in a calm, considered and professional mannerBe an effective team member in cross functional teamsAbility to write clear proceduresExcellent customer service skillsWe 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:Contributory pension schemeGrow your career with our Career Pathways and MyLearning programmesQuick access for you and your immediate family to a Digital GP, and wider healthcare benefitsExclusive travel discounts with TUI, Expedia, Booking.com and many moreSave money on your food shop with discounts on Tesco, Sainsbury\'s, Morrisons and many moreUp to 44% off cinema tickets to enjoy your favourite blockbusterReceive Wow Points every time you spend and use them on a wide range of brandsUn-wind with us with free wellness, mindfulness and exercise classesYou can share all discounts and offers with your friends and families#REED
