Service Desk Analyst – Night
King's Service Centre
Part Time Service Desk Analyst
King's Service Centre
part-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 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
Requirements
- Experience in a Service Desk environment **(D)** or customer service role **(D)**
- 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.****
- 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
Service Desk experiencecustomer service experienceproblem-solvingFirst Contact Resolutionrequest fulfilmentdiagnostic toolsIT experiencetime management
Soft skills
interpersonal skillscommunication skillsinfluencing skillsadaptabilitycalmness under pressure
Certifications
ITIL Foundation v4Full Driving Licence