Senior IT Service Desk Advisor

We are looking for an experienced Senior IT Service Desk Advisor to join our IT Operations team at Kew, providing high-quality front-of-house, customer-focused support for staff, meetings and high-profile events across Kew and Wakehurst. This is a distinctive role combining senior IT Service Desk experience, hands-on audio visual and Microsoft Teams room troubleshooting, and strong service management awareness. The successful candidate will be a visible and trusted point of contact for users, able to resolve complex incidents, support live meetings calmly under pressure, guide colleagues, coordinate escalations and help deliver reliable, professional IT services in a unique and inspiring environment.

We are looking for an experienced Senior IT Service Desk Advisor to join our IT Operations team at Kew, providing high-quality front-of-house, customer-focused support for staff, meetings and high-profile events across Kew and Wakehurst. This is a distinctive role combining senior IT Service Desk experience, hands-on audio visual and Microsoft Teams room troubleshooting, and strong service management awareness. The successful candidate will be a visible and trusted point of contact for users, able to resolve complex incidents, support live meetings calmly under pressure, guide colleagues, coordinate escalations and help deliver reliable, professional IT services in a unique and inspiring environment.

Senior IT Service Desk Advisor

More details

Our ideal candidate will have significant practical experience in a 2nd line service desk, technical support or similar user-facing IT role, with strong troubleshooting skills across Microsoft 365, endpoint devices, accounts/access, standard workplace hardware, network connectivity, ITSM/ticketing systems and, critically, audio visual, video conferencing and Microsoft Teams meeting room technologies. You will need to be confident providing face-to-face support for senior stakeholders, external presenters and high-profile meetings, where excellent verbal communication, sound judgement and a calm, professional front-of-house manner are essential.

This is not a purely back-office technical role. We need someone who can combine deep practical AV and Microsoft Teams troubleshooting experience with excellent customer service, IT service management discipline and the ability to manage incidents, service requests, escalations and competing priorities. You will also provide technical guidance to colleagues, contribute to knowledge sharing and documentation, support service improvement, and deputise for the IT Service Desk Manager on agreed day-to-day operational matters.

The interview process will include a comprehensive technical evaluation and a hands-on troubleshooting exercise focused on AV, Microsoft Teams meetings and practical service desk scenarios. Candidates should only apply if they can demonstrate substantial, recent, hands-on experience troubleshooting audio visual equipment, hybrid meetings and Microsoft Teams meeting room issues in a live service environment.

Interviews will include a comprehensive technical evaluation and a hands-on troubleshooting exercise covering audio visual, Microsoft Teams meetings and practical service desk scenarios.

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”.

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.