At a Glance
- Tasks: Provide top-notch IT support and troubleshoot AV and Microsoft Teams issues.
- Company: Join the Royal Botanic Gardens, Kew, a UNESCO World Heritage Site.
- Benefits: Enjoy flexible working, generous leave, and wellness support.
- Other info: Diverse workplace with opportunities for growth and development.
- Why this job: Make a real impact in a role that blends tech and customer service.
- Qualifications: Experience in 2nd line support and strong troubleshooting skills required.
The predicted salary is between 39243 - 45064 £ per year.
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.
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 £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.
Locations
Senior IT Service Desk Analyst in Richmond, Surrey employer: Royal Botanic Gardens, Kew
At the Royal Botanic Gardens, Kew, we pride ourselves on being an exceptional employer that champions diversity, equity, and inclusion. Our supportive work culture fosters continuous learning and professional growth, complemented by a generous benefits package that includes flexible working arrangements, wellbeing support, and access to our stunning gardens. Join us in our mission to protect the world's plants and fungi while enjoying a fulfilling career 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 Analyst in Richmond, Surrey
✨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!
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✨Direct Apply to Royal Botanic Gardens, Kew
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We think you need these skills to ace Senior IT Service Desk Analyst in Richmond, Surrey
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.
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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.
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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.
