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Service Desk Analyst (IT & Biodiversity Informatics)

JOB TITLE:  Sandwich Student Placements Service Desk Analyst (IT & Biodiversity Informatics) x 3

REF:  0816/0811/0817 

HOURS OF WORK:  Full Time (36 hours net)

JOB STATUS:  Casual 51 Week   

SALARY PER ANNUM:  Kew Student - £12,333 + £725 (book allowance)




The IT Department of the Royal Botanic Garden, Kew is seeking to appoint three Sandwich Students to cover, in shift, both the IT Operations Service Desk Team and the Biodiversity Informatics (Applications Development) Team. The purpose of all three roles is to provide support to scientists and all other users of Kew’s IT infrastructure and software in accordance with the Incident Management process and the ITIL framework. Applicants must be undergraduates undertaking a degree in IT, Computer Science or a related subject wishing to do an industrial placement.

Service Desk Analyst (IT & Biodiversity Informatics) Ref. 0816/0811/0817 x 3 posts

In this role you will experience working in two teams:

You will spend one third of your time in the IT Operations team which will involve providing first line support to staff, answering the IT Service Desk phone and ensuring all incidents are correctly logged on the Service Desk Application, e-ServiceDesk. You will configure, install and deploy personal computer hardware and software; provide first and second line support to users with hardware and software issues relating to personal computers and printers. 

You will spend the rest of the time working within the Biodiversity Informatics. You will have an active role in a dynamic development team. The role involves providing support and advice to users of science and horticulture applications and dealing with incidents as they arise. You will gain experience of many different technologies used within distributed systems through a variety of ad hoc jobs such as writing and testing data manipulation scripts, documenting fixes and training users on systems. You will also contribute to development of ITIL procedures in use at Kew. Depending on ability and experience, the post holder may also design, build, test and document bug-fix releases working alongside the rest of the application development team.

Who are we seeking?

A background of IT knowledge gained both personally and through experience working in any kind of IT environment. Candidates should be able to display at least a basic knowledge of at least two of the following technologies: Windows 2003/2008 Server, Active Directory, PC Hardware Architecture and Windows Client Operating Systems.

We are looking for someone who is comfortable learning new technology, customer focused and with the communication skills to enable you to act as a bridge between non-IT people and the applications and support team. Ideally, you will have experience in Java, Tomcat, Relational DBMSs and database design, Access, Visual Basic, Ant or Python however, these skills are not essential. You must have a desire to work in a scientific institution and be keen to learn about botany and horticulture.


These are not telephone help desk jobs, although user support is at the core of the role. The work offers a variety of challenges beneficial to a student seeking employment whether in programming or in a support role. You will work closely with experienced Kew programmers and be exposed to the full life cycle of software development. You will also have a fascinating insight into the breadth and depth of the scientific and conservation work that goes on at Kew.

Closing Date: 27 June 2014 at 10 am

Interviews: 14 July 2014

We are committed to equality of opportunity and welcome applications from all sections of the community. We guarantee to interview all disabled applicants who meet the essential criteria for the post.

How to apply

Download and read the job profile and then fill in the application form and the equality diversity questionnaire. Return your completed application form and Equality and Diversity form to Please be advised that we do not accept applications by post. If you have a disability or a special need that requires support please contact us on 020 8332 3135. 

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