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.

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)

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.
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)
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

Service Desk Analyst – Nights

Key skills