Join to apply for the Service Desk Analyst (Night) role at King's Service Centre
Application Deadline: 28 November 2025
Department: IT Services
Location: Newquay, Cornwall, UK
Description
We’re looking for a Service Desk Night Analyst to join our dedicated team at King’s Service Centre. As part of our Service Desk, you’ll be the first point of contact for staff and students at Kings College London, providing exceptional IT and Facilities Management support with a personal touch. Your mission? To ensure every interaction leaves our customers feeling supported and valued.
What You’ll Do
* Resolve queries at first contact wherever possible, using your problem‑solving skills and diagnostic tools.
* Handle requests and incidents via our email ticketing system, self‑service, and phone, ensuring clear communication and a positive experience.
* Work closely 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
* Be part of a friendly, supportive team that values your growth.
* Opportunities for training and development to keep your technical skills sharp.
* A role where your work truly matters – helping staff and students succeed every day, even at night!
Schedule & Working Hours
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 with approximately 50% of these shifts in office. 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 may be expected to do one day shift once every month.
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 Kings’ College London, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs. 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 support customers and handle 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, and will work closely with colleagues in King’s as well as other key stakeholders, using the Service Management toolkit to record Work Orders, Incidents and Service Requests. Some travel may be required for meetings and training, predominantly 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, remaining 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 skills; with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads and deadline pressures (E)
* ITIL Foundation v3 or v2 with Management Bridge (D)
* Full Driving Licence (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).
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