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Description
** You must submit a cover letter with your application, without this, your application will not be shortlisted. **
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.
Application Deadline: 12 September 2025
Department: IT Services
Location: Newquay, Cornwall, UK
Description
** You must submit a cover letter with your application, without this, your application will not be shortlisted. **
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 senior member of the Service Desk team, you will be responsible for ensuring the delivery of an efficient and high-quality front-line support service to staff, students and associates of King’s College London. The postholder will serve as a lead and escalation point for a team of Service Desk Analysts, supporting and enabling them to provide the highest standard of IT and Enterprise services, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs. Management experience is key as you will be expected to deliver 1-2-1’s and performance reviews on a regular basis.
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 and 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 assist customers and mentor colleagues, providing training, support and handling customer escalations in-line with King’s Service Centre’s policies and procedures.
The post holder must be willing to undertake training and provide First Aid cover for the office.
The post will be required to act as an out-of-hours Duty Incident Manager.
Some travel may be required for meetings and training, (predominately between Quintrell Downs and university campuses in London).
The hours for this post are 10 hours per day (inc 30 mins lunch), covering 21:00-07:30, on a 4-in-7 basis. Part of this role will include being a bridge between the day and the night teams. In order to ensure regular contact is kept between the day and night teams, you will be expected to do one day shift at least once every fortnight.
Key Skills & Experience Required
Experience in a Service Desk environment (E) at a Senior level (D)
Experience in a Team Lead / Manager role (E) within IT or Enterprise Service Desk environment (D)
Strong interpersonal, communication, leadership and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous while working to resolve incidents and deal with customer escalations (E)
Ability to adapt quickly to changing technologies and processes (E)
Ability to adapt training style to suit the needs of new analysts (E)
Strong fault finding/diagnostic/trouble-shooting skills (E)
Effective time management skills; with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads and deadline pressures (E)
Proficient documentation skills; able to fully document operational requirements, proposed solutions, processes, and data flows effectively (E)
Strong technical competencies resulting from previous working experience within a complex support environment (D)
ITIL Foundation v4 (D) ITIL Intermediate Level (D) or prepared to achieve qualification (E)
Full Driving License (D) or the ability to get to the Quintdown 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).
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Information Services
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