Second Line IT Support Analyst

We are seeking a customer-focused 2nd Line IT Support Analyst to deliver expert technical support, resolve complex IT issues, and support Microsoft Teams and audio-visual systems for meetings and events. The role requires strong troubleshooting ability, excellent communication skills, and a proactive approach to supporting users across the organisation.

We are seeking a customer-focused 2nd Line IT Support Analyst to deliver expert technical support, resolve complex IT issues, and support Microsoft Teams and audio-visual systems for meetings and events. The role requires strong troubleshooting ability, excellent communication skills, and a proactive approach to supporting users across the organisation.

Second Line IT Support Analyst

More details

The 2nd Line IT Support Analyst will provide technical support for more complex IT issues, support escalations from 1st line, and assist with Microsoft Teams, video conferencing and audio-visual systems. The role requires strong troubleshooting skills, excellent customer service, and the ability to support users across multiple locations and remote settings. Applicants should have experience in an IT support environment, good knowledge of Microsoft systems and M365, and the confidence to communicate effectively with both technical and non-technical users. IT qualifications or equivalent experience are essential, while ITIL and Active Directory knowledge would be an advantage.

Interviews will be conducted during the week commencing 6 April 2026.

The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well-being of people and the future of all life on Earth.

We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history.

Join us on our journey as protectors of the world’s plants and fungi.

The salary for this position is £39,243 - £45,064 per annum, depending on skills and experience [Band D]

Our fantastic benefits package includes opportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work-life balance, an Employee Assistance Programme and other wellbeing support such as cycle to work scheme and discounted gym membership. We also offer a competitive pension, an employee discount scheme and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.

If you are interested in this position, please submit your application through the online portal, by clicking “Apply for this job”.

We are dedicated to equality of opportunity and welcome applications from all sections of the community. We are committed to interview disabled applicants who meet the essential criteria for the post.

No agencies please.