Second Line IT Support Analyst in Richmond, Surrey

This is an exciting opportunity to join Kews Information & Technology department as a Second Line IT Support Analyst, helping to deliver the technology services that enable our world-leading science, collections, visitor experience and corporate functions across Kew and Wakehurst.

Working in a varied, customer-focused environment, you will act as an escalation point for more complex hardware, software, M365, audio-visual and conference system issues, supporting colleagues onsite and remotely and helping to keep our systems running smoothly. This is a hands-on role where no two days are the same: you will troubleshoot and resolve incidents, deploy and configure equipment and applications, contribute to clear knowledge-base documentation, and provide timely, practical support that enables people across Kew to do their best work.

Educated to degree level, with a relevant IT qualification such as CompTIA A+, MCSE or equivalent practical experience, you will bring at least 1-2 years experience in a first or second line Service Desk environment. You will have sound experience of Microsoft environments, including M365 administration, desktop/laptop hardware and software support, Active Directory administration, and audio-visual or conference system troubleshooting. Completed ITIL v4 Foundation training is essential, and ITIL v4 Foundation certification, together with experience deploying and configuring Apple Mac hardware and software, would be advantageous.

We are looking for someone who combines technical knowledge with excellent customer service. You will be confident triaging and managing tickets through an ITSM system, keeping users informed in line with service level targets, and escalating issues appropriately when specialist input is required. Personable, logical and proactive, you will be comfortable explaining technical information clearly, managing your workload effectively, producing accurate updates and reports, and working collaboratively as part of a supportive IT team that values shared knowledge and continuous improvement.

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 worlds plants and fungi.

The salary for this position is £34,216 - £37,966 per annum, depending on skills and experience [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.

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.