Overview
Join to apply for the Service Desk Analyst (Nights) role at King's Service Centre.
Application deadline: 18 September 2025
Department: IT Services
Location: Newquay, Cornwall, UK
Responsibilities
* Provide the highest standard of IT and facilities management (FM) services to staff and students, delivering exceptional customer satisfaction and a personalised service while achieving defined service performance KPIs.
* Handle frontline queries from various sources (email, self-service, and telephone) with excellent troubleshooting, communication, and customer care skills.
* Achieve a high percentage of First Contact Resolution, request fulfilment, and problem-solving using diagnostic tools.
* Record Work Orders, Incidents and Service Requests in the Service Management toolkit; work with colleagues and stakeholders as needed.
* Support customers and manage escalations in line with King’s Service Centre policies and procedures.
* Travel may be required for meetings and training (predominantly between Quintrell Downs and university campuses in London).
* Work hours are 21:00–07:30, on a 4-in-7 basis. Once a month, you will work a Day-Shift (07:30–18:00) to maintain team contact and skills.
Qualifications & Skills
* Experience in a Service Desk environment or a customer service role.
* Strong interpersonal, communication, and documentation skills with users of varying technical levels; remain calm and courteous at all times.
* Understanding of an enterprise/complex support environment.
* Ability to adapt quickly to changing technologies and processes.
* Strong fault-finding, diagnostic, and troubleshooting skills.
* Effective time management with the ability to work on multiple tasks and prioritise under workload pressures.
* ITIL Foundation (v3 or v2) with Management Bridge preferred.
* Full Driving Licence or ability to reach Quintdown office within 60 minutes using public transport or other means.
Employee Benefits
* Hybrid working – minimum of 5 days per month in the office
* 10% performance-related bonus
* 30 days holiday and up to 8 public holidays (pro-rata)
* Sick pay
* Discretionary Christmas closure days
* Contributory pension scheme
* Life assurance
* Volunteer days each year
* Free onsite parking and bike racks
* Annual leave purchase scheme (subject to minimum wage requirements)
* Student discounts (Totum, Unidays, Student Beans)
* CycleScheme and TechScheme
* Opportunities for formal training and professional certification
* Free access to LinkedIn Learning and Future Learn courses
* Potential for internal promotion
Equality, Diversity & Inclusion
We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to bring their whole selves to work and succeed. This is in line with King’s College London (KCL).
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: Information Services
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