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Information Technology Service Desk Analyst

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IT Service Desk Analyst

All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.

With over 50 years’ experience in the travel market, we have a presence in 35 countries and more than 550 brands in our portfolio. We have the capability to deliver world-class food and beverage outlet programmes based on the highest levels of customer service, quality of food and environment.

Our Mission & Ambition

  • To give our customers an experience that exceeds their expectations and that clients know cannot be matched
  • To be recognised as the leading Food & Beverage operator in travel locations worldwide

Our Values are

  • We are one team
  • We are results focused
  • We all make a difference
  • We are bold
  • We celebrate success

We have an indepth understanding of our diverse customer base; our insights into food and beverage trends mean we have created an extensive range of brands and concepts that we can run in operationally demanding, high-volume travel locations.

Due to an increase in the reopening of our operational units. We are recruiting for a IT Service Desk Analyst (Salary between £19-21K) top join our growing IT team. The role is to be based from our shared service centre in Rubery, Birmingham (B45 9PZ).

The Role

Service Desk Analyst is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Analyst answers incoming calls, tracks all information in a call logging system, uses documentation along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Analyst escalates unresolved problem/issues/requests to the 2nd line support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Currently providing support from 6am to 7pm Monday to Friday and 6am – 5:30pm Saturday (subject to change)

The Responsibilities

  • To answer calls coming into the Group IT Service desk
  • Respond to tickets logged via portal and email
  • To quickly and efficiently deal with users’ issues and resolve their tickets
  • To attend calls with 3rd party suppliers to discuss open tickets
  • To escalate anything unresolved to 2nd Line or third parties
  • To handle escalations to the desk by raising with management
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined call logging software
  • Become familiar with helpdesk policies and services
  • Become familiar with the Systems, Network, Database, Desktop Engineers. programmers, developers, and each team in the IT Department

The Skills

  • Two years’ experience in a similar role
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others ability to work under pressure, maintaining accuracy whilst achieving timescales
  • Excellent inter-personal and communication skills – both oral and written with a strong customer service and team motivation focus
  • High level of accuracy and attention to detail
  • Ensuring processes are followed but able and willing to go the extra mile to make things happen fast when appropriate
  • Excellent oral and written communication skills
  • Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it
  • Ability to work with or without direct supervision

The Benefits

Along with great career prospects at SSP, we are offering a competitive salary, discounts off a variety of retailers and service providers, up to 50% off our own brands up and down the country and much more

Apply now