Senior Service Desk Analyst

King's Service Centre; Quintrell Downs; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading university service provider in the UK is seeking a Senior Service Desk Analyst to oversee a team and ensure high-quality service delivery. The role includes handling frontline queries, mentoring staff, and contributing to service performance KPIs. Candidates should have strong troubleshooting skills, ability to work in a high-pressure environment, and preferably hold an ITIL certification. This position offers hybrid working options and a variety of employee benefits.

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

Sick pay

Contributory pension scheme

Life Assurance cover

Free onsite parking & Bike racks

Annual leave purchase scheme

Student Discount

Opportunities for formal training

Qualifications

• Experience in a Service Desk environment at a Senior level.
• Strong interpersonal and communication skills.
• Ability to adapt quickly to changing technologies.
• Strong fault finding and diagnostic skills.
• Effective time management skills.

Responsibilities

• Serve as an escalation point for Analysts.
• Handle frontline queries via email and phone.
• Ensure high standards of customer satisfaction.
• Work closely with key stakeholders.
• Provide First Aid cover as needed.

Skills

Service Desk experience at Senior level

Interpersonal skills

Communication skills

Leadership skills

Strong fault finding skills

Effective time management

Ability to adapt to technologies

ITIL Foundation v4

Full Driving License

Job description

Senior Service Desk Analyst

Application Deadline: 19 November 2025

Department: IT Services

Employment Type: Permanent - Full Time

Location: Newquay, Cornwall, UK

Description

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).