About the job

Job summary

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.

Job description

Accountabilities:

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.

Person specification

Essential

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.

Benefits

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.

Things you need to know

Selection process details

If you are interested in this position, please submit your application via the Kew Gardens website. 

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.

No agencies please.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.