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IS Support Analyst

IS Support Analyst

  • 613024
  • Perth, WA, Australia
  • Fixed Term - Full Time

Compass Group is a world leader in catering and support services, employing over 600,000 people across 45 countries. Rated number one in our industry on Fortune’s World’s Most Admired Companies for 2020, Compass Group serves 5.5 billion meals each year to our 55,000 clients worldwide.

 In a period of growth, we are seeking applications for a 12-month fixed term IS Support Analyst to provide support across Compass Group in managing escalated issues as well as to provide advice and guidance across the businesses IS&T needs.

The Position

This hands-on role reporting to the Infrastructure & Service Delivery Manager will require you to;

  • Act as a senior IS&T service analyst, managing escalated tickets, problem tickets and provide expert advice on common tickets.
  • Create Knowledge Base Articles in order to review and amend Service Desk policies and procedures
  • Work closely with third level infrastructure and applications teams to investigate problems and major incidents
  • SME of the Service team. This position is across all facets, applications, and dimensions of the Service Desk.
  • To promptly resolve problems, troubleshoot & escalate to second, third level support and assist the broader team in providing a stable, effective IT solution for the business.
  • Manage queries, trouble tickets, work orders and Requests for Service ensuring details are captured into Service Desk system and progress and outcomes communicated to the business according to agreed service levels and resolution targets.
  • Provide internal systems support including switches, routers, servers, data & voice, and desktop for all users across Compass Group
  • Provide remote assistance as well as travel onsite where required to support or deliver IT services to all Compass Group locations.

Provide 2nd level support for external clients using Compass Group services or technology as required.

The Person

We will be looking for candidates with the following attributes;

  • Experience in the provision of superior customer service
  • Experience in a high-volume contact centre
  • Experience working with computer systems
  • A firm understanding of ITIL and SLA’s
  • Clear experience noticing trends in common support issues that arise
  • Proficient to intermediate level in MS Project, Word, Excel, PowerPoint, Visio

The Benefits

This is your opportunity to develop within a company that is agile, innovate and a market thought leader. As this is a which leads the Service Delivery team, you will have the ability to influence and drive real difference.

We place great importance on being an employer of choice and offer excellent career opportunities including internal transfers; ongoing training and development, a competitive salary, recognition programs including awards, long service and team event days; and company discounts. Join a team that shares your commitment to quality, teamwork and "safely can-do".

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