At a Glance
- Tasks: Provide top-notch IT support for staff and high-profile events at Kew.
- Company: Join Kew's innovative IT Operations team with a focus on diversity and inclusion.
- Benefits: Competitive salary, flexible working, generous leave, and wellness support.
- Other info: Enjoy free access to national museums and beautiful gardens at Kew.
- Why this job: Make a real impact by supporting cutting-edge technology in a vibrant environment.
- Qualifications: Experience in IT service desk roles and strong troubleshooting skills required.
The predicted salary is between 39243 - 45064 £ per year.
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 role combines senior IT Service Desk experience, hands‑on audio visual and Microsoft Teams room troubleshooting, and strong service management awareness.
Responsibilities
- Act as a visible and trusted point of contact for users, resolving complex incidents and supporting live meetings under pressure.
- Guide colleagues, coordinate escalations, and help deliver reliable, professional IT services.
- Manage incidents, service requests, escalations and competing priorities within an ITSM/ticketing system.
- Provide technical guidance to colleagues, contribute to knowledge sharing, documentation and service improvement.
- Deputise for the IT Service Desk Manager on agreed day‑to‑day operational matters.
Qualifications
- Significant practical experience in a 2nd line service desk, technical support or similar user‑facing IT role.
- Strong troubleshooting skills across Microsoft 365, endpoint devices, accounts/access, standard workplace hardware, network connectivity and ITSM/ticketing systems.
- Critical expertise in audio visual, video conferencing and Microsoft Teams meeting room technologies.
- Confident providing face‑to‑face support for senior stakeholders, external presenters and high‑profile meetings.
- Excellent verbal communication, sound judgement and a calm, professional front‑of‑house manner.
- Ability to manage incidents, service requests, escalations, and competing priorities while maintaining customer satisfaction.
- Demonstrated experience in troubleshooting audio visual equipment, hybrid meetings and Microsoft Teams meeting room issues in a live service environment.
Interview Process
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.
Benefits
Salary: £39,243 – £45,064 per annum, depending on skills and experience (Band D). Benefits include opportunities for continuous learning, generous annual leave, flexible working, Employee Assistance Programme, wellbeing support (cycle‑to‑work scheme, discounted gym membership), competitive pension, employee discount scheme and free entry into a wide range of national museums and galleries, plus access to our own beautiful gardens at Kew and Wakehurst.
Equality, Diversity and Inclusion
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. As a disability‑confident employer, we are breaking down barriers to be an inclusive workplace for everyone.
Senior IT Service Desk Advisor in London employer: Royal Botanic Gardens, Kew
At Kew, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values diversity and inclusion. As a Senior IT Service Desk Advisor, you will enjoy competitive benefits such as generous annual leave, flexible working arrangements, and opportunities for continuous learning, all while contributing to high-profile events in our stunning gardens. Join us to be part of a supportive team that prioritises employee wellbeing and professional growth in a unique and inspiring environment.
Contact Details:
Royal Botanic Gardens, Kew Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Service Desk Advisor in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Royal Botanic Gardens, Kew values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Royal Botanic Gardens, Kew might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Royal Botanic Gardens, Kew!
✨Direct Apply to Royal Botanic Gardens, Kew
Let's not forget to apply directly through the Royal Botanic Gardens, Kew website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior IT Service Desk Advisor in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Royal Botanic Gardens, Kew.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Royal Botanic Gardens, Kew. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Royal Botanic Gardens, Kew
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
