Part Time Service Desk Analyst
Application Deadline: 5 December 2025
Department: IT Services
Employment Type: Permanent - Part Time
Location: Newquay, Cornwall, UK
Reporting To: Holly Cavender
Description
Service Desk Weekend Analyst – Your Flexible Career Start!
Looking for a role that fits around your life? Join our Service Desk team at King’s Service Centre and kick‑start your career in IT support. Perfect for students, career changers, or anyone seeking training and growth opportunities.
What You’ll Do:
* Be the first point of contact for staff and students at King’s College London, delivering exceptional IT and Facilities support with a personal touch.
* Resolve queries at first contact wherever possible, using your problem‑solving skills and diagnostic tools.
* Handle requests and incidents via email, self‑service, and phone, ensuring clear communication and a positive experience.
* Collaborate with colleagues and stakeholders across King’s, using our Service Management toolkit to keep everything running smoothly.
What We’re Looking For:
* Strong troubleshooting skills and a knack for solving problems quickly.
* Excellent communication and customer care – you’ll be calm, clear, and helpful, even under pressure.
* A team player who enjoys collaborating and sharing knowledge.
Why Join Us?
* Flexible weekend shifts – just one 8‑hour shift per week (07:00–21:30).
* Hybrid working – balance office and remote work.
* Comprehensive training – no prior experience needed.
* Opportunities for extra shifts and career development.
* Be part of a friendly, supportive team that values your growth.
The hours for this position are contracted at one 8‑hour weekend shift per week, between the hours for 07:00 – 21:30. There are opportunities for additional shifts to accommodate business needs. Work will take a hybrid format consisting of office based and remote working. The successful candidate will be required to undergo a comprehensive office based 4‑week, 40‑hour training program. However, we are open to discussing flexible arrangements based on individual needs during the interview process.
Overview Of Role
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.
Key Skills & Experience Required
(E) – Essential
(D) – Desirable
* Experience in a Service Desk environment (D) or customer service role (D)
* 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).
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