Are you a curious, reliable and experienced tech expert with a passion for continuous improvement within IT?

We have a great 6-month opportunity as a Service Desk Analyst. As a Service Desk Analyst here at Mitchells & Butlers, you will be responsible for providing IT support services and acting as a single point of contact between the service provider (internal and external) and all IT Customers. Working in our Birmingham city centre head office, you’ll be part of our IT Help Desk Team that sits within our Award-Winning Business Change & Technology Department.

We are looking for someone passionate about tech to take the jump into this exciting role.

 What’s in it for me?

• Love eating out? You'll love it even more with a massive 33% discount across all our brands, so whether its date night at Miller & Carter or family roast at Toby Carvery we’ve got you covered.
• Never a dull moment - fun, laughs and lifelong friends! 

On top of all this, we offer; private medical plan, a pension, 26 days paid holiday, 33% Employee Discount, high-street shopping discounts, and an online wellbeing hub.

The Opportunity – Service Desk Analyst

• Front Line call handling per MAB best practice. Following front-line quality criteria and capturing clear and concise call comments
• Accurately logging calls from corporate users and retail outlets following call scripting
• Escalating calls through agreed escalation procedures to the relevant contact, including escalation of incorrect call subjects and scripting
• Dealing effectively with difficult customers and addressing their concerns
• Taking responsibility for calls by seeing them through to completion where possible
• Highlighting problems impacting the shift and making recommendations for resolving them
• Backline call management and investigation of backline calls

What you’ll need to bring to the Service Desk Analyst role: 

Just like our brands, our teams are diverse. You’ll need... 

• Experience in Microsoft Office Suite
• Excellent knowledge of customer service practice
• Experience in mediation and conflict resolution techniques
• Data analysis experience
• Experience working in customer service or sales
• ITIL Foundation preferable

What makes Mitchells & Butlers a great place to work?

 To us, a career isn’t just about ‘clocking in’. We really care about our colleagues, and we’re an employer that keeps a promise. In fact, as one of the largest employers in the country, with over 44,000 people working for us, we have the responsibility of valuing every contribution from a diverse workforce that are representative of our guests, and who make us stronger.

Sounds like an opportunity where you could make a difference? Apply for this role today and we’ll be in touch to explore how you could be part of our exciting journey.

Closing Date: 4th September 2023