Part Time Service Desk Analyst
King's Service Centre
Service Desk Analyst – Night
King's Service Centre
full-time
Posted on:
Location Type: Hybrid
Location: Quintrell Downs • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- 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)**
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.
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
diagnostic toolsfault findingtroubleshootingservice managementwork ordersincidentsservice requests
Soft skills
interpersonal skillscommunication skillsdocument writing skillsadaptabilitytime managementcustomer satisfactioncourtesy
Certifications
ITIL Foundation v3ITIL Foundation v2Management BridgeFull Driving Licence