King's Service Centre

Engineer

• Responsible for managing the resolution of incidents and service requests specifically within the Productivity space (SharePoint, OneDrive for Business, Project Online, the Power Platform, etc)
• Responsible for supporting the delivery of technological change across the whole of Microsoft 365
• Responsible for assisting with the undertaking of Service Improvements;
• Responsible for identifying opportunities to reduce environmental impact and implementing improvements;
• Responsible for working closely with the other teams within IT to provide an excellent IT Service;
• Responsible for contributing to proposed solutions to ensure they are fit for purpose and provide optimal value for money;
• To ensure all Productivity services are maintained to the correct architectural and technical best practice specifications.
• Be a stakeholder in determining whether a new release, affecting a service in production, is ready for promotion.
• Contribute to the delivery of updates or solutions to the Productivity & Automation environments.
• Possess a detailed understanding for all King’s College London’s Productivity platforms and the associated infrastructure.
• To drive operational excellence across Productivity Services.
• To produce high quality documentation to enable and promote knowledge sharing across Productivity services.
• Can identify and quickly resolve issues in the Productivity Services environment.
• Develop and maintain collaborative and inclusive relationships with peers, key College stakeholders, management and colleagues.

Productivity Engineer

Analyst

• Serve as an escalation point for the team of Analysts
• Support and enable Analysts to provide IT and FM services
• Deliver exceptional customer satisfaction and personalized service
• Handle frontline queries from various sources including email, self-service, and telephone
• Use the Service Management toolset to record service requests and incidents
• Achieve high percentage of First Contact Resolution
• Assist customers and mentor colleagues
• Provide training and support
• Handle customer escalations in-line with King’s Service Centre’s policies
• Undertake training and provide First Aid cover for the office
• Act as an out-of-hours Duty Incident Manager if required
• Some travel may be required for meetings and training, between Quintrell Downs and university campuses in London
• Cover 07:00-21:30, on a 5-in-7 basis, may require nightshift in emergencies

Senior Service Desk Analyst

• Contribute and support the migration from MIM to Microsoft Entra ID
• Own and operate IAM services within Entra ID and hybrid environments
• Manage support queues and meet SLAs for incidents and service requests
• Monitor and respond to identity-related security events using Microsoft Defender, Entra ID risk signals, and audit logs
• Design, implement, and manage SSO, MFA, Conditional Access, and Privileged Identity Management (PIM)
• Automate IAM processes w/ PowerShell, Graph & workflow orchestration tools as well as
• Maintain and troubleshoot AD, DNS, and directory synchronization services
• Integrate apps using modern authentication protocols (SAML, OAuth, OIDC)
• Apply Zero Trust and least privilege principles across identity services
• Enhance IAM resilience threat protection using modern identity security features
• Partner with stakeholders to deliver secure and user-centric identity solutions

Senior Identity & Access Management Engineer

• Provide the highest standard of IT and FM services to staff and students of Kings’ College London.
• Deliver exceptional customer satisfaction and a personalised service.
• Handle frontline queries from various sources including email, self-service and telephone.
• Utilize various diagnostic tools for problem-solving and request fulfilment.
• Collaborate with colleagues and key stakeholders using the Service Management toolkit to record Work Orders, Incidents and Service Requests.
• Engage in travel for meetings and training between Quintrell Downs and university campuses in London.
• Work night shifts from 21:00-07:30, and once a month a Day-Shift (07:30-18:00) to maintain contact with the team and technical skillset.

Service Desk Analyst – Night

• Provide the highest standard of first line support for IT services to staff and students at Kings’ College London
• Deliver exceptional customer satisfaction and a personalised service
• Handle frontline queries from various sources including email, self-service, and telephone
• Work closely with colleagues in King’s and other key stakeholders
• Use the Service Management toolset to record service requests and incidents
• Achieve defined service performance KPIs
• Maintain a high percentage of First Contact Resolution, request fulfilment, and problem-solving using various diagnostic tools
• Support customers and handle escalations in-line with King’s Service Centre’s policies and procedures
• Participate in a comprehensive 4-week, 40-hour training program

Part Time Service Desk Analyst

Cloud Engineer

• Ensure the college’s Public Cloud services are delivered and maintained to a high standard and in accordance with defined service level agreements.
• Proactive management and maintenance of all aspects of the college’s Public Cloud platforms, adoption of new services into production and responding to incidents and service requests.
• Continual service improvement ensuring that the college has appropriate and available Public Cloud services to support its ongoing needs.
• Manage the resolution of major incidents and any escalated issues on the Public Cloud platforms.
• Support the delivery of technological change across the Public Cloud platforms.
• Support the security, resilience, backup and monitoring of the college Public Cloud platforms.
• Identify and undertake service improvements.
• Work closely with the other teams within IT to provide an excellent IT Service.
• Manage and maintain the college’s backup solution.
• Work closely with 3rd parties to successfully deliver cloud services.
• Ensure all Public Cloud services including the college’s backup solution are maintained to the correct technical and security best practice specifications.
• Operate in line with the college IT operating model and values and to promote these within the Cloud team.
• Contribute with the design and delivery of updates to the Public Cloud environment.
• Drive operational excellence across the Public Cloud services.
• Operate as a member of the Public Cloud team, representing the team across many forums, both internal and external.
• Develop and maintain collaborative and inclusive relationships with peers, key college stakeholders, management, 3rd parties and colleagues.
• Utilise effective communication skills within the Public Cloud services team to ensure that objectives, strategies, accountabilities, and objectives are clearly understood.
• Develop and continually improve the College Public Cloud services.
• Ensure the root cause of all Public Cloud P1, P2 and escalated incidents are obtained and actively seek to eliminate such root causes through a practice of continuous improvement.
• Adhere to a best practice service management framework.
• Ensure that user experience and satisfaction is at the forefront of all activities.
• Drive customer satisfaction to over 90% and ensure SLA attainment is consistently above minimum requirements for the Public Cloud services.
• Keep abreast of changing trends and market developments of current and future technologies.
• Identify new cloud technologies that can provide benefit to the college.

Public Cloud Engineer

Manager

•Responsible for successfully delivering IT based change in a large complex environment, leading a diverse multi-skilled team
•Manage change initiatives from start to finish, including Procurement, and Finance and Budget Management
•Build positive working relationships across a wide stakeholder community including external partner organisations
•Drive the creation of benefits realisation plans
•Demonstrate managerial skills such as coaching, motivation, managing performance
•For Waterfall specialists: define, document and deliver IT projects in line with the King’s project delivery standards; plan, identify and secure resources for work packages; monitor resource utilisation and expenditure against budget; produce plan and budget reports; manage IT procurement activities including tender development, evaluation, supplier selection and contract negotiation; provide mentoring and matrix manage staff, contractors and vendors; ensure project and risk management processes are maintained; contribute to benefits realisation plans
•For Agile specialists: act as servant leader and coach for an Agile team; educate the team in Scrum, Built-in-Quality, Kanban and SAFe; improve flow by removing impediments; assist decision makers with review, prioritisation and optimisation of the portfolio; build high-performing teams by coaching, fostering collaboration and resolving conflicts