Second Line Service Desk Analyst

Responsibilities

• Proactive onsite second‑line IT support across Kew and Wakehurst, escalating complex issues and maintaining system uptime.
• Troubleshoot Microsoft 365, desktop/laptop hardware and software, audio‑visual and conference systems.
• Configure, deploy and maintain equipment and devices.
• Manage tickets through Hornbill and document clear resolution notes.
• Contribute to practical knowledge‑base guidance and keep users informed from first response to resolution.

• Relevant IT qualification (degree, CompTIA A+, MCSE, or equivalent) or comparable practical experience.
• 1–2 years of first or second‑line support desk experience.
• Strong working knowledge of Microsoft environments, M365 administration, Active Directory, desktop/laptop troubleshooting, ITSM ticket management, and ITIL‑based incident processes.
• Excellent communication skills and customer‑focus, with ability to triage issues and manage competing priorities.
• Experience troubleshooting audio‑visual and conference systems.
• Experience deploying or configuring Apple Mac hardware and software is advantageous.
• ITIL v4 Foundation certification is 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 through leading scientific research, unrivalled collections of plants and fungi, our global network of partners, inspirational gardens at Kew and Wakehurst, and 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 benefits package includes continuous learning opportunities, generous annual leave, flexible working, Employee Assistance Programme, wellbeing support (cycle‑to‑work scheme, discounted gym membership), competitive pension, employee discount scheme, free entry into a wide range of national museums and galleries, and access to our beautiful gardens at Kew and Wakehurst.

To apply, 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.