Second Line Service Desk Analyst

We are looking for a proactive Second Line IT Support Analyst to join our IT Operations Team on a 9-month fixed-term contract. This is a hands-on, site-based role supporting staff across Kew and Wakehurst, acting as an escalation point for more complex issues and helping keep our systems, devices and services running smoothly. You will troubleshoot Microsoft 365, desktop/laptop hardware and software, audio-visual and conference systems; configure and deploy equipment; manage tickets through Hornbill; contribute to practical knowledge-base guidance; and keep users clearly informed from first response through to resolution.

We are looking for a proactive Second Line IT Support Analyst to join our IT Operations Team on a 9-month fixed-term contract. This is a hands-on, site-based role supporting staff across Kew and Wakehurst, acting as an escalation point for more complex issues and helping keep our systems, devices and services running smoothly. You will troubleshoot Microsoft 365, desktop/laptop hardware and software, audio-visual and conference systems; configure and deploy equipment; manage tickets through Hornbill; contribute to practical knowledge-base guidance; and keep users clearly informed from first response through to resolution.

Second Line Service Desk Analyst

More details

You will bring a relevant IT qualification such as a degree, CompTIA A+, MCSE or equivalent, or comparable practical experience, together with at least 1-2 years' experience in a first or second line support desk environment. Strong working knowledge of Microsoft environments, M365 administration, Active Directory administration, desktop/laptop troubleshooting, ITSM ticket management and ITIL-based incident processes will be important.

Just as important will be your approach: calm, personable and customer-focused, with excellent communication skills and the ability to triage issues, manage competing priorities and record clear resolution notes. Experience troubleshooting audio-visual and conference systems is essential, and experience deploying or configuring Apple Mac hardware and software, together with ITIL v4 Foundation certification, would be an advantage.

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 £34,216 - £37,966 per annum (pro rata) [Band C]

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”.

At Kew, our strength lies in the diversity of our people and the insights they bring. When you join us, you will find an organisation that values your perspective and lived experience. You will receive support to achieve your full potential and access opportunities to develop and progress. Our commitment to equity, diversity, and inclusion is ongoing, shaped by the people who work here and the communities we serve. As a disability confident employer, we are breaking down barriers to be an inclusive workplace for everyone.

Whoever you are, and however you experience the world, there is a place for you to grow and belong at Kew.

No agencies please.