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Department: IT Services - Service Management
Location: Newquay, Cornwall, UK
Department: IT Services - Service Management
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 serve as a lead and escalation point for the team of Analysts, supporting and enabling them to provide the highest standard of IT and FM services to staff and students of Kings' College London, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs.
In the absence of a Team Lead, you will be the highest point of escalation, so the successful candidate will be required to deputise for them at these times, carrying out their duties and responsibilities to the same high standard. This position requires a high percentage of First Contact Resolution, request fulfilment and problem-solving using various diagnostic tools. In addition, inter-personal 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 will handle frontline queries from various sources including email, self-service and telephone. Working as part of the Service Desk team it is vital that the post holder has excellent troubleshooting, communication and customer care skills. The post holder will work closely with colleagues in King's as well as other key stakeholders and will use the Service Management toolkit to record Work Orders, Incidents and Service Requests.
The post holder must be willing to undertake training and provide First Aid cover for the office.
Some travel may be required for meetings and training, predominately between Quintrell Downs and university campuses in London.
The normal hours for this post are 21:00-07:30, on a 4-in-7 basis. Once a month, the post holder will be required to work a Day-Shift (07:30 - 18:00) to maintain contact with the team, and their technical skillset.
Key Skills & Experience Required
* Experience in a Service Desk environment (E) at a Senior level (D)
* Strong interpersonal, communication and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous at all times (E)
* Understanding of an enterprise / complex support environment (E)
* Ability to adapt quickly to changing technologies and processes (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)
* Experience in a Service Desk environment (E) at a Senior level (D)
* Strong interpersonal, communication, leadership and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous at all times (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)
* 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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