Service Desk Analyst at King's Service Centre

Colan, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

22 Feb, 26

Salary

0.0

Posted On

24 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Interpersonal Skills, Communication Skills, Problem-Solving Skills, Time Management, Adaptability, IT Knowledge, Service Desk Experience

Industry

Information Services

Description

Service Desk Analyst Application Deadline: 5 December 2025 Department: IT Services Employment Type: Permanent - Full Time Location: Newquay, Cornwall, UK Description 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. Key Skills & Experience Required (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) Employee Benefits 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 Equality, diversity & inclusion 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).

Responsibilities

Provide first line support for IT services to staff and students, ensuring high customer satisfaction. Handle queries via email, self-service, and telephone while achieving service performance KPIs.