As a senior member of the Service Desk team, you will serve as a lead and 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.
This position requires a high percentage of First Contact Resolution, request fulfilment and problem-solving using various diagnostic tools. In addition, inter-personal 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.
We are a fast growing company supporting the services of King’s College London. We offer 25 days holiday per annum, 10% discretionary bonus, contributory pension scheme, modern, comfortable offices a mere 10 minutes from the beach – plus much more!