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

Service Desk Analyst – Night

Part Time Service Desk Analyst