Service Desk Analyst

It is King's Service Centre's mission to support and deliver innovation and excellence to King's College London, working towards our Vision 2029.

As a member of the Service Desk team, you will provide the highest standard of first line support for IT services to staff and students at Kings' College London, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs. The Service Desk is a 24-hour contact centre, supporting IT, Estates & Facilities, Switchboard, Student and Residences queries.

The post holder will handle frontline queries from various sources including email, self-service, and telephone. It is vital that the post holder has excellent troubleshooting, communication, and customer service skills. The post holder will work closely with colleagues in King's as well as other key stakeholders and will use the Service Management toolset to record service requests and incidents.

This position requires a high percentage of First Contact Resolution, request fulfilment and problem-solving using various diagnostic tools. In addition, interpersonal skills are required to support customers and handle escalations in-line with King's Service Centre's policies and procedures.

The hours for this post are 8.5 hours per day (inc 30 mins lunch), covering 07:00-21:30, on a 5-in-7 basis. The post holder may also be required to work a Night shift (21:00- 07:30) in an emergency.

(E) – Essential (D) – Desirable

• Experience in a Service Desk environment (D) or customer service role (E)
• Strong interpersonal, influencing and communication skills, interacts appropriately with our customers, at all times remaining calm and courteous while working to resolve incidents and queries (E)
• Ability to adapt quickly to changing technologies and processes (E)
• Strong problem-solving skills (E)
• An interest in IT, with a desire to expand knowledge (E)
• Experience in IT (D)
• Effective time management skills; with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads (E)
• ITIL Foundation v4 (D)
• Full Driving Licence (D) or the ability to get to the Quintrell Downs located office within 60 minutes, using public transport or other means (E)

• Hybrid Working - Minimum of 5 days per month in the office
• 10% Performance related bonus
• 30 Days holiday and maximum of 8 public holidays (pro-rata)
• Sick pay
• 4 Discretionary Christmas Closure Days
• Contributory pension scheme
• Life Assurance cover
• Service time - 3 Volunteer days per year
• Free onsite parking & Bike racks
• Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
• Student Discount (access to Totum, Unidays & Student Beans)
• CycleScheme
• TechScheme
• Opportunities for formal training and professional certification
• Free access to Linkedin Learning
• Free access to Future Learn short courses
• Potential for internal promotion and advancement

We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.

This is in line with King's College London (KCL).

King's Service Centre is home to an innovative and forward thinking service team supporting the services of King's College London University.

We've brought highly skilled career opportunities to Cornwall since 2015, through recruiting locally, investing in staff training and development, and Apprenticeships.

King's Service Centre provides first-line support to the 50,000 strong King's College London community of students, academics, researchers and professional staff – 24 hours a day, 7 days a week, 365 days a year.

Support provided includes;

• Estates & Facilities Service Desk
• IT Service Desk
• HR & Payroll Service Desk
• Residences Service Desk
• Student Service's Service Desk
• IT Technical support
• Business Operations

The roles available at King's Service Centre are varied, from Service Desk Analyst and Business Administrator, to Network Engineer or Project Manager.

For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility.