Senior Residences Service Desk Advisor
Department: IT Services - Service Management
Employment Type: Permanent - Full Time
Location: Newquay, Cornwall, UK
Description
Note to Candidates - Interviews for this role will be held in January 2025.
As a member of the Service Desk team, you will provide the highest standard of 1st line support for University Residences enquiries submitted by staff and students of Kings’ College London, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs.
The post holder will handle frontline queries from various sources including email, self-service and telephone and may at times be required to act as an overflow for the IT and Estates Service Desk.
As a senior role, in addition to the expected good inter-personal and troubleshooting, communication and customer care skills, this role will also require the ability and confidence to take ownership of situations, being prepared to act as a point of escalation and on occasion to deputise for the Residences Team Leader should that role be unavailable.
The post holder will work closely with colleagues in King’s as well as other key stakeholders across the university. Working with the Residences Team Leader you will maintain 'quality management' within the Residences team to ensure we meet or exceed customer expectations.
You will also ensure that the team of Analysts are adequately prepared to deliver the service required of them.
Some travel may be required for meetings and training, (predominately between Quintrell Downs and university campuses in London).
The normal hours for this post are 8.5 per day, covering 07:00-21:30, on a 5-in-7 basis. The post-holder will need to be flexible to accommodate unexpected staffing issues e.g. sickness and may also be required to work a Night-Shift (21:00-07:30) in an emergency.
Key Skills & Experience Required
* Experience in a Service Desk environment (D) or customer service role (E)
* Strong interpersonal, influencing, communication and report writing skills, interacts appropriately with users with varying levels of awareness of the Kings College campuses and the systems used there. At all times remaining calm and courteous while working to resolve incidents and queries (E)
* Understanding of an enterprise / complex support environment (D)
* Ability to adapt and understand new technologies, and a drive to seek out emerging industry best-practice (E)
* Strong technical competencies resulting from previous working experience at expert level within complex support environment (E)
* Strong information finding/diagnostics/trouble-shooting skills (E)
* Methodical approach to problem solving and attention to detail, and a passion for continual service improvement (E)
Employee Benefits
* Hybrid Working - Minimum of 5 days per month in the office
* 10% Performance related bonus
* 30 days holiday and a maximum of 8 public holidays (pro-rata) this includes 2 Wellbeing days per year.
* 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)
* BHN Extra Discounts
* 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 KCL.
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