Part Time Service Desk Analyst

King's Service Centre; Quintrell Downs; Hybrid; GBP 25,000 - 35,000; Part time

Job summary

A prestigious service provider in the UK seeks a Part Time Service Desk Analyst to deliver top-tier IT support to staff and students. This role requires excellent communication, problem-solving skills, and a customer-focused approach. The successful candidate will work in a hybrid environment, providing first-line support while adhering to service performance KPIs and ensuring high customer satisfaction.

Benefits

Hybrid Working - Minimum of 5 days per month in the office

10% Performance related bonus

30 Days holiday

Sick pay

Contributory pension scheme

Free onsite parking

Qualifications

• Experience in customer service or a Service Desk environment is desirable.
• Ability to work on multiple tasks and prioritise workloads is essential.
• Strong problem-solving and communication skills are mandatory.

Responsibilities

• Provide first-line IT support to staff and students.
• Manage frontline queries through different communication channels.
• Ensure high standards of customer satisfaction.

Skills

Experience in a Service Desk environment

Strong interpersonal, influencing and communication skills

Ability to adapt quickly to changing technologies

Strong problem-solving skills

An interest in IT

Effective time management skills

ITIL Foundation v4

Full Driving Licence

Job description

Part Time Service Desk Analyst

Application Deadline: 31 October 2025

Department: IT Services

Employment Type: Permanent - Part Time

Location: Newquay, Cornwall, UK

Reporting To: Holly Cavender

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 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 position are contracted at one 8-hour shift per week between the hours for 07:00 – 21:30. There are opportunities for additional shifts to accommodate business needs. Work will take a hybrid format consisting of office based and remote working. The successful candidate will be required to undergo a comprehensive 4-week, 40-hour training program. However, we are open to discussing flexible arrangements based on individual needs during the interview process.

Key Skills & Experience Required

(E) – Essential
(D) – Desirable

• Experience in a Service Desk environment (D) or customer service role (D)
• 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).