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- Tasks: Support and lead a team to deliver top-notch IT services at King’s College London.
- Company: Join King’s College London, a leader in innovation and excellence.
- Benefits: Enjoy hybrid working, generous holiday, performance bonuses, and professional development opportunities.
- Why this job: Make a real impact by enhancing IT support for students and staff.
- Qualifications: Experience in a Service Desk environment with strong communication and troubleshooting skills.
- Other info: Inclusive workplace with opportunities for growth and training.
The predicted salary is between 36000 - 60000 £ per year.
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 senior member of the Service Desk team, you will serve as an escalation point for the team of Analysts, supporting and enabling them to provide the highest standard of IT and FM services to staff and students of 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 and Residences queries. At times, in the absence of a Team Lead, you may be the most senior individual on shift.
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 and 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 assist customers and mentor colleagues, providing training, support and handling customer escalations in-line with King’s Service Centre’s policies and procedures.
The post holder must be willing to undertake training and provide First Aid cover for the office. The post may be required to act as an out-of-hours Duty Incident Manager. Some travel may be required for meetings and training, (predominately between Quintrell Downs and university campuses in London). The hours for this post are 8.5 hours per day (inc 30 mins lunch), covering 07:00-21:30, on a 5-in-7 basis. The post holder may also be required to work a Nightshift (21:00-07:30) in an emergency.
Key Skills & Experience Required
- Experience in a Service Desk environment (E) at a Senior level (D)
- Strong interpersonal, communication, leadership and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous at all times (E)
- Ability to adapt quickly to changing technologies and processes (E)
- Ability to adapt training style to suit the needs of new analysts (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 v4 (D) ITIL Intermediate Level (D) or prepared to achieve qualification (E)
- Full Driving License (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).
Senior Service Desk Analyst employer: King's Service Centre
Contact Detail:
King's Service Centre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at King’s College London on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Senior Service Desk Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Think of real-life scenarios where you’ve resolved issues quickly and effectively, as this will show you can handle the pressure of a busy service desk environment.
✨Tip Number 3
Don’t forget to showcase your leadership abilities! As a senior member, you’ll need to mentor others, so be ready to discuss how you’ve supported colleagues in the past and how you can bring that experience to the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the King’s Service Centre team.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Service Desk Analyst role. Highlight your experience in a Service Desk environment and any leadership roles you've had. We want to see how your skills match up with what we're looking for!
Show Off Your Communication Skills: Since this role involves a lot of interaction with users, it's crucial to showcase your communication skills. Use clear and concise language in your application, and don’t forget to mention any experience you have in mentoring or training others.
Be Specific About Your Experience: When detailing your past roles, be specific about your achievements and how they relate to the job description. Mention any KPIs you’ve met or exceeded, as we love to see results that demonstrate your impact in previous positions.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at King's Service Centre
✨Know Your Stuff
Make sure you brush up on your technical skills and troubleshooting techniques. Familiarise yourself with common IT issues and how to resolve them, as well as the specific tools mentioned in the job description. This will help you demonstrate your expertise during the interview.
✨Show Off Your Communication Skills
Since this role involves interacting with users of varying technical abilities, practice explaining complex concepts in simple terms. Prepare examples of how you've successfully communicated with customers or mentored colleagues in the past, showcasing your interpersonal skills.
✨Be Ready for Scenario Questions
Expect to be asked about how you'd handle specific situations, especially regarding customer escalations or team leadership. Think of real-life examples where you've resolved conflicts or improved service delivery, and be ready to discuss these in detail.
✨Demonstrate Adaptability
The job requires adapting to changing technologies and processes, so be prepared to discuss times when you've had to learn new systems quickly. Highlight your willingness to undertake training and how you've successfully adapted your approach to suit different team members' needs.
