2nd Line Support Analyst

CapDelta Group; Greater London; On-site; GBP 32,000 - 37,000; Full time

Job summary

A leading plant science institute is seeking a Second Line IT Support Analyst to manage IT requests, ensuring timely communication and resolution. The role supports a mission to protect global plant and fungi diversity while offering a competitive salary and benefits.

Benefits

Continuous learning opportunities

Generous annual leave

Flexible working arrangements

Employee Assistance Programme

Wellbeing support

Cycle-to-work scheme

Discounted gym memberships

Competitive pension

Employee discounts

Free entry to national museums and galleries

Responsibilities

• Investigate incoming IT requests and resolve or escalate issues.
• Timely communication with end-users while adhering to service level targets.

Job description

Second Line IT Support Analyst (ICMS)

The role involves investigating incoming requests received through our IT Service Management (ITSM) tool, resolving those that can be addressed quickly, or discussing and escalating issues to support teams. Timely communication with end-users is essential, keeping them informed and updated, while adhering to service level targets for first responses and resolution times.

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 create a world where nature is protected, valued by all, and managed sustainably. We aim to achieve these goals through our scientific research, extensive collections of plants and fungi, global partnerships, and our historic gardens at Kew and Wakehurst.

Join us on our journey as protectors of the world's plants and fungi.

The salary for this position ranges from £32,900 to £36,505 per annum (pro rata), depending on skills and experience [Band C].

Our benefits include opportunities for continuous learning, generous annual leave, flexible working arrangements, an Employee Assistance Programme, wellbeing support such as a cycle-to-work scheme, discounted gym memberships, a competitive pension, employee discounts, free entry to national museums and galleries, and access to our gardens at Kew and Wakehurst.

We are committed to equality of opportunity and welcome applications from all sections of the community. We encourage disabled applicants who meet the essential criteria to apply.

No agencies please.