Service Desk Analyst (Nights)
Application Deadline: 13 April 2026
Department: IT Services
Employment Type: Permanent - Full Time
Location: Newquay, Cornwall, UK
Description
You must submit a supporting statement with your application. without this, your application will not be shortlisted. You can only upload one document so you will need to include this into the same document as your CV.
Service Desk Night Analyst – Join Our Team!
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!.
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 approx. 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.
Key Skills & Experience Required
(E) – Essential (D) – Desirable
* Experience in a Service Desk environment (D) or customer service role (E)
* 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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