Salary: Competitive

Shift hours: Permanent

This role is to monitor incidents, identify & resolve issues for a new Workforce Management (WFM) programme. With the support of the subject matter experts, you will identify root causes, provide containment, workaround, permanent fixes and preventative actions, ensuring excellent customer service standards, and managing incident life cycles. Our Time is a major WFM project rolling out a Time and Attendance system across a majority of Compass Group UK & Ireland sites. You will ensure that problems are dealt with in a logical method, think innovatively and work with a variety of teams to get the best solutions.  

If you are someone who enjoys working through problems, assessing the underlying issues, and working through the process to get a solution this role is could be a great opportunity for you. We are after someone who is logical and enjoys working through complex issues to get a solution 

This is a position in a fast-paced environment and will require excellent task management and people skills.  

This role will be based in Parklands, Birmingham

As a Service Desk Analyst, you will take responsibility for  

  • Identifying problems, understanding the root causes and working to provide permanent solutions 
  • Ensuring accurate communication with subject matter experts for the development of resolutions 

Key Responsibilities 

  • Resolve issues in a timely and professional manner 
  • Provide a consistent, professional face for the programme 
  • Work with cross-functional teams to ensure issues are accurately identified and resolved 
  • Identify and escalate any risks and issues where appropriate. 
  • Record learnings, cross training, and knowledge share within the Our Time team to ensure legacy from development 
  • Support communication with sites and sectors 

Experience & Qualifications 

  • Experience of working with Infor or similar WFM application environment 
  • Project Management 
  • Technical knowledge of performance management systems and administration 
  • Cross sector operational experience in a contract catering, or TUPE environment  
  • Driven for continuous improvement
  • Strong communication abilities  

Personal Qualities 

  • Professional with excellent communication and people skills 
  • You will have an eye for detail, be logical and determined 
  • Able to work under pressure whilst maintaining quality of output 
  • Strong relationship builder with an interest in process and technology solutions 

Reference: compass/TP/720940/81409/LT

Location: Birmingham