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- Tasks: Provide top-notch IT support and manage customer queries with a focus on satisfaction.
- Company: Join King's Service Centre, a dynamic hub for IT services in Newquay, Cornwall.
- Benefits: Enjoy hybrid working, 30 days holiday, performance bonuses, and student discounts.
- Why this job: Be part of a diverse team, enhance your skills, and make a real impact.
- Qualifications: Experience in customer service or a Service Desk role is essential; ITIL Foundation preferred.
- Other info: Work night shifts with occasional day shifts; travel may be required for training.
The predicted salary is between 30000 - 42000 £ per year.
Description
You must submit a supporting statement with your application. without this, your application will not be shortlisted.
You can only upload one document so you will need to include this into the same document as your CV.
Service Desk Night Analyst – Join Our Team!
Application Deadline: 13 April 2026
Department: IT Services
Location: Newquay, Cornwall, UK
Description
You must submit a supporting statement with your application. without this, your application will not be shortlisted.
You can only upload one document so you will need to include this into the same document as your CV.
Service Desk Night Analyst – Join Our Team!
We’re looking for a Service Desk Night Analyst to join our dedicated team at King’s Service Centre.
As part of our Service Desk, you’ll be the first point of contact for staff and students at Kings College London, providing exceptional IT and Facilities Management support with a personal touch. Your mission? To ensure every interaction leaves our customers feeling supported and valued.
What You’ll Do
- Resolve queries at first contact wherever possible, using your problem-solving skills and diagnostic tools.
- Handle requests and incidents via our email ticketing system, self-service, and phone, ensuring clear communication and a positive experience.
- Work closely with colleagues and stakeholders across King’s, using our Service Management toolkit to keep everything running smoothly.
What We’re Looking For
- Strong troubleshooting skills and a knack for solving problems quickly.
- Excellent communication and customer care – you’ll be calm, clear, and helpful, even under pressure.
- A team player who enjoys collaborating and sharing knowledge.
Why Join Us
- Be part of a friendly, supportive team that values your growth.
- Opportunities for training and development to keep your technical skills sharp.
- A role where your work truly matters – helping staff and students succeed every day, even at night!.
The hours for this post are 10 hours per day (inc. 30 mins lunch), covering 21:00-07:30, on a 4-in-7 basis with approx. 50% of these shifts in office. Part of this role will include being a bridge between the day and the night teams. In order to ensure regular contact is kept between the day and night teams, you may be expected to do one day shift once every month.
Key Skills & Experience Required
(E) – Essential (D) – Desirable
- Experience in a Service Desk environment (D) or customer service role (E)
- 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)
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).
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Service Desk Analyst (Nights) employer: King's Service Centre
Contact Detail:
King's Service Centre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (Nights)
✨Tip Number 1
Familiarise yourself with ITIL principles, as having an ITIL Foundation certification is preferred for this role. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Brush up on your troubleshooting skills and be prepared to discuss specific examples of how you've resolved technical issues in the past. This will showcase your problem-solving abilities and your capacity to handle frontline queries effectively.
✨Tip Number 3
Since the role requires excellent communication skills, practice articulating complex technical concepts in simple terms. This will help you connect better with users of varying technical levels during the interview process.
✨Tip Number 4
Be ready to discuss your experience in a customer service environment, highlighting how you've maintained high levels of customer satisfaction. This will demonstrate your ability to provide exceptional service, which is crucial for the Service Desk Analyst position.
We think you need these skills to ace Service Desk Analyst (Nights)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in a Service Desk environment or customer service roles. Emphasise your troubleshooting skills and any ITIL qualifications you may have.
Craft a Strong Cover Letter: Write a cover letter that showcases your interpersonal and communication skills. Mention specific examples of how you've handled customer queries and resolved issues effectively in the past.
Highlight Relevant Skills: In your application, clearly outline your fault-finding and diagnostic abilities. Discuss your experience with managing escalations and working under pressure, as these are key for the role.
Show Enthusiasm for the Role: Express your interest in the Service Desk Analyst position and your commitment to providing exceptional customer service. Mention your willingness to adapt to changing technologies and processes.
How to prepare for a job interview at King's Service Centre
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be handling frontline queries. Be prepared to discuss your previous customer service experiences and how you resolved issues while maintaining a calm and courteous demeanour.
✨Demonstrate Technical Proficiency
Familiarise yourself with common troubleshooting techniques and diagnostic tools. Be ready to explain how you've used these skills in past roles to achieve high First Contact Resolution rates.
✨Understand the Role of ITIL
Since ITIL Foundation knowledge is preferred, brush up on ITIL principles and how they apply to service management. You might be asked how you would implement these practices in your work.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of specific examples where you successfully managed escalations or handled multiple tasks under pressure, as this will demonstrate your time management skills.