Second Line IT Support Analyst (ICMS ) The role will involve the investigation of incoming requests received through our IT Service Management (ITSM) tool, addressing those which can be speedily resolved, or discussing and escalating the issue through one of our support teams. Timely communications 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 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£32,900 - £36,505 per annum (pro rata), depending on skills and experience [Band C] Our fantastic benefits package includesopportunities 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. 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. ADZN1_UKTJ