First Line IT Support Analyst (ICMS)

The IT Operations team ensures effective operation, administration and maintenance of RBG Kew's IT infrastructure and networks. IT Support Analysts will provide day-to-day support to ICMS (Integrated Collections Management System) end-users across Kew as well as playing an integral part in the support of building and deploying hardware to these staff members where required.

The role will also involve the triage and investigation of incoming tickets through our IT Service Management (ITSM) tool, addressing those which can be resolved immediately, or discussing and escalating those more complex issues through one of our support teams., The post-holder will be responsible for managing user-accounts for services being managed by the IT department; this will include additions, removal and modifying permissions and access rights., Providing first line IT systems support as per the incident management process within the ITIL framework, including:-

• Triaging incoming calls to establish the best team to deal with the request.


• Completing tickets with informative notes and incident details.


• Responsibility for building computers in readiness for deployment to staff.


• Providing timely feedback on progress to end-users on their reported issues.
  
  Educated to A level, BTec. Level 3 computing or equivalent/relevant work experience.


Technical experience dealing and diagnosing hardware faults with desktop equipment.

Experience working within a Microsoft 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 world's plants and fungi.

The salary will be £26,100 - £28,543 per annum, depending on skills and experience.

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.