King's Service Centre

Service Desk Analyst

King's Service Centre

full-time

Posted on:

Location Type: Hybrid

Location: Quintrell Downs • United Kingdom

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About the role

  • 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, whilst achieving defined service performance KPIs
  • 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 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
  • Work a shift of 8.5 hours per day covering 07:00-21:30 on a 5-in-7 basis; may be required for night shift (21:00-07:30) in emergencies

Requirements

  • 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)
Benefits
  • 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.
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Service Desk experiencecustomer service experienceproblem-solvingFirst Contact Resolutionrequest fulfilmentdiagnostic toolsIT knowledgetime management
Soft skills
interpersonal skillscommunication skillsinfluencing skillsadaptabilitycalmness under pressurecourtesyprioritizationmulti-tasking
Certifications
ITIL Foundation v4Full Driving Licence