Department: IT Services - Service Management
Location: Newquay, Cornwall, UK
Description
Overview:
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 a 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 Kings' 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 per day, 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 and 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).
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
Income protection 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 and 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 KCL.
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