Join to apply for the Service Desk Analyst (Night) role at King’s Service Centre
Application Deadline: 7 November 2025
Department: IT Services
Location: Newquay, Cornwall, UK
Overview of role
As a member of the Service Desk team, you will provide the highest standard of IT and FM services to staff and students of King’s College London, delivering exceptional customer satisfaction and a personalised service while meeting defined service performance KPIs. The post holder will handle frontline queries from email, self‑service, and telephone, requiring strong troubleshooting, communication, and customer care skills. You will work closely with colleagues and key stakeholders, using the Service Management toolkit to record Work Orders, Incidents, and Service Requests.
The role operates on a 4‑in‑7 schedule, 21:00‑07:30, with monthly day‑shift coverage of 07:30‑18:00. Some travel may be required for meetings and training, mainly between Quintrell Downs and university campuses in London.
Key Skills & Experience Required
* Experience in a Service Desk environment (D) or customer service role (E)
* Strong interpersonal, communication and document writing skills, interacting appropriately with users of various technical skill levels; calm and courteous at all times (E)
* Understanding of an enterprise/complex support environment (D)
* Ability to adapt quickly to changing technologies and processes (E)
* Strong fault finding/diagnostic/troubleshooting skills (E)
* Effective time management; ability to work on multiple tasks simultaneously, prioritising according to fluctuating workloads and deadlines (E)
* ITIL Foundation v3 or v2 with Management Bridge (D)
* Full Driving Licence (D) or ability to reach the Quintrell Downs office within 60 minutes using public transport or other means (E)
Employee Benefits
* Hybrid working – minimum 5 days per month in the office
* 10% performance‑related bonus
* 30 days holiday and a maximum of 8 public holidays (pro‑rata)
* Sick pay
* 4 discretionary Christmas closure days
* Contributory pension scheme
* Life assurance cover
* 3 volunteer days per year (service time)
* Free onsite parking & bike racks
* Annual leave purchase scheme – up to 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).
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