At a Glance
- Tasks: Provide top-notch IT support to staff and students, ensuring exceptional customer satisfaction.
- Company: Join King’s College London, a leader in innovation and excellence.
- Benefits: Enjoy hybrid working, generous holiday, performance bonuses, and professional development opportunities.
- Other info: Dynamic work environment with opportunities for growth and learning.
- Why this job: Make a real difference by solving IT issues and enhancing user experiences.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 33750 - 41250 £ per year.
Application Deadline: 21 January 2026
Department: IT Services
Location: Newquay, Cornwall, United Kingdom
It is King’s Service Centre’s mission to support and deliver innovation and excellence to King’s College London, working towards our Vision 2029. As a member of the Service Desk team, you will provide the highest standard of first line support for IT services to staff and students at King's College London, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs.
The Service Desk is a 24‑hour contact centre, supporting IT, Estates & Facilities, Switchboard, Student and Residences queries. 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 service skills. The post holder will work closely with colleagues in King’s as well as other key stakeholders and will use the Service Management toolset to record service requests and incidents. This position requires a high percentage of First Contact Resolution, request fulfilment and problem‑solving using various diagnostic tools. In addition, interpersonal skills are required to support customers and handle escalations in‑line with King’s Service Centre’s policies and procedures.
The hours for this post are 8.5 hours per day (including 30 minute lunch), covering 07:00‑21:30, on a 5‑in‑7 basis. The post holder may also be required to work a night shift (21:00‑07:30) in an emergency.
Key Skills & Experience Required
- Experience in a Service Desk environment (D)
- Customer service role (E)
- Strong interpersonal, influencing and communication skills, interacting appropriately with customers and remaining calm and courteous while resolving incidents and queries (E)
- Ability to adapt quickly to changing technologies and processes (E)
- Strong problem‑solving skills (E)
- Interest in IT, with a desire to expand knowledge (E)
- Experience in IT (D)
- Effective time management skills; ability to work on multiple tasks simultaneously, prioritising 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)
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
- Volunteer days – 3 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 FutureLearn 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).
Other Details
- Seniority level: Entry level
- Employment type: Full‑time
- Job function: Information Technology
Service Desk Analyst in Newquay employer: King's Service Centre
At King’s Service Centre, we pride ourselves on being an excellent employer, offering a supportive work culture that values collaboration and innovation. Located in the picturesque Newquay, Cornwall, our team enjoys a range of benefits including professional development opportunities, a commitment to work-life balance, and the chance to contribute to meaningful projects that enhance service quality for our community. Join us to be part of a dynamic environment where your skills will be nurtured and your contributions recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Newquay
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at King's Service Centre. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like King's Service Centre before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Newquay
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to King's Service Centre:Your cover letter is your chance to shine! Tell us why you want to work at King's Service Centre specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at King's Service Centre!
How to prepare for a job interview at King's Service Centre
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
