Service Desk Analyst (Night)

Service Desk Analyst (Night)

• Application Deadline: 31 October 2025

Department: IT Services

• Employment Type: Permanent - Full Time
• Location: Newquay, Cornwall, UK
• Reporting To: Holly Cavender

Description

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. 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.  

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

Key skills and experience required  
(E) – Essential (D) – Desirable 

• 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/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 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).