King's Service Centre

Engineer

• Monitor the Telephony BAU ticket queue, prioritising Incidents and Service Requests to keep within the SLA’s and ensure their changes are completed on schedule.
• Support the appropriate Telephony infrastructure including all ancillary systems such as voicemail, call logging etc.
• Responsible for the support of KCL’s Telephony technologies to ensure the smooth running of the Service Desk and other ACD Groups.
• This will include modern technologies such as Content Guru’s Storm Platform & MS Teams Queues.
• May be required to assist with the implementation of future technologies, such as AI Solutions etc.
• Assisting on the downscaling of the Mitel MX1 System and migrating users onto Teams Telephony.
• Monitoring of the telephony systems to identify faults and capacity issues.
• Will be required to help support the University’s yearly Clearing call centre.
• May have to attend the Change Advisory Board (CAB) and other peer group meetings on Telephony related changes or other issues, if required.
• Responsible for the updating of the user/extension database and other system documentation.
• Responsible for working closely with other teams within IT to provide an excellent IT Service.

Telephony Engineer

Data Analyst

• Provide highest standard of IT support to staff and students at Kings’ College London.
• Work closely and on their own initiative with IT Services and King’s College London.
• Provide the Admissions department with a strong data foundation and reporting service.
• Responsible for providing dashboards and reports assessing effectiveness of Admissions and recruitment services.
• Measure against KPI’s and SLA’s, performance forecasting, workload management data.
• Support data reporting needs relevant to Admissions for various stakeholders.
• Identify areas for process improvement and service efficiency.
• Provide support and technical advice to staff to assist with data retrieval and analysis.
• Adhere to ITIL based Service Management processes.

Telephony Engineer

Admissions Data Analyst