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.
This position requires a high percentage of First Contact Resolution, request fulfilment and problem-solving using online reference sources and an acquired knowledge of Kings College’s residential estate. In addition, good inter-personal skills are essential to support customers and handle escalations in-line with King’s Service Centre’s policies and procedures.
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. It is vital that the post holder has excellent troubleshooting, communication and customer care skills.
The post holder will work closely with colleagues in King’s as well as other key stakeholders and will use the Service Management toolkit to record Incidents, Requests and queries.
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.
Some travel may be required, (predominately between the Quintrell Downs office and university campuses in London).
We are a fast growing company supporting the services of King’s College London, but in the heart of Cornwall.
We have active committees for Sustainability, Healthy Workplace and a social committee!
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!