Job Description

Description

As a member of the Service Desk team, you will provide the highest standard of IT and FM services to staff and students of Kings' College London, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs.



This position requires a high percentage of First Contact Resolution, request fulfilment and problem-solving using various diagnostic tools. In addition, inter-personal skills are required to support customers and handle escalations in-line with King's Service Centre's policies and procedures.



The post holder will handle frontline queries from various sources including email, self-service and telephone. It is vital that the post holder has excellent troubleshooting, communication and customer care skills.



The post holder will work closely with colleagues in King's as well as other key stakeholders and will use the Service Management toolkit to record Work Orders, Incidents and Service Requests.



Some travel may be required for meetings and training, (predominately between Quintrell Downs and university campuses in London).



The normal hours for this post are 21:00-07:30, on a 4-in-7 basis. Once a month, the post holder will be required to work a Day-Shift (07:30-18:00) to maintain contact with the team, and their technical skillset.

Key Skills & Experience Required

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).

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.