Job Description

Description

As a member of Student Application Services, you will be part of the team that provides the highest standard of Student System support at Kings' College London. The Student Applications team provide 2nd line support, which includes responding to service requests and incidents related to Student records, Admissions, Timetabling and other student systems. This is an opportunity to expand on your existing expertise in customer service and IT service provision at King's, and to learn about the Student Systems technology, and wider university process support that we provide. The post-holder will be expected to work closely with analysts from the wider team and service centre, who will share information to support the resolution of all enquiries. Initially this role will focus on learning the essential skills needed to resolve these enquiries, with scope to potentially learn and develop further. The role will also include helping with business process improvement and documentation. A desire to learn about and a genuine interest in IT applications, relational databases, SQL, JavaScript, cloud hosting, vendor engagement or web technology would be beneficial. The post-holder will be required to use and manage calls through the KSC service desk system. Training and mentoring will be provided to develop the successful candidate's expertise.



This is an IT Services, Application Analyst role, located at the King's Service Centre in Newquay. Areas of accountability will develop to meet requirements.

As an Analyst you will be expected to:

Triage tickets, processing tickets in the Student Applications queue appropriately. Attend meetings, and follow up action points Assist team members to ensure key systems are resourced during busy periods Support incident, change and problem management processes



Ensure documentation and service catalogue are accurate and updated as required

Key Skills & Experience Required

(E) - Essential
(D) - Desirable



Educated to Advanced level or equivalent (E)

ITIL foundation or above (D)
Good understanding of IT (E)

An understanding of IT systems in a Higher Education environment (D)

A desire to learn new technologies, including SAAS (D)

Other skills, knowledge or aptitudes

Experience in a Service Desk environment or customer service role (E)

Good communication skills (E)

Ability to remain calm and professional at all times (E)

Time management skills (E)

Ability to work independently and as part of a team. (E)

Employee Benefits

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

Equality, diversity & inclusion

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.

This is in line with King's College London (KCL).

About King's Service Centre

King's Service Centre is home to an innovative and forward thinking service team supporting the services of King's College London University.

We've brought highly skilled career opportunities to Cornwall since 2015, through recruiting locally, investing in staff training and development, and Apprenticeships.
King's Service Centre provides first-line support to the 50,000 strong King's College London community of students, academics, researchers and professional staff - 24 hours a day, 7 days a week, 365 days a year.

Support provided includes;Estates & Facilities Service Desk IT Service Desk HR & Payroll Service Desk Residences Service Desk Student Service's Service Desk IT Technical support Business Operations
The roles available at King's Service Centre are varied, from Service Desk Analyst and Business Administrator, to Network Engineer or Project Manager.



For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility.