IT Services Assistant, Operations

Mandarin Oriental Hotel Group Limited; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading hotel group seeks a Global IT Service Desk Analyst to provide comprehensive technical support across its operations. This role focuses on user assistance, system maintenance, and documentation while promoting a culture of continuous improvement. Ideal candidates should possess a degree in IT and have strong problem-solving skills. Join a prestigious group committed to colleague wellness and professional development.

Benefits

Complimentary nights at hotels

Health benefits and wellness programs

Learning and development programs

Retirement plans based on service length

Qualifications

• Degree in IT or related field preferred.
• Experience in user support and IT service management.
• Ability to resolve technical issues quickly and efficiently.

Responsibilities

• Provide technical assistance for intranet services and meeting room technologies.
• Monitor IT systems and coordinate maintenance.
• Deliver user training and maintain documentation.

Skills

Technical Assistance

Problem Solving

Communication

User Training

Education

Degree or equivalent in IT or related field

Job description

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts, and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Role: Global IT Service Desk Analyst

The IT Service Desk Analyst provides comprehensive technical support to corporate and hotel colleagues, ensuring the efficient operation of IT systems and services. This role exists to resolve technical issues, deliver timely solutions, and maintain a high level of colleagues satisfaction to optimize organizational productivity and performance.

Key Responsibilities:

• User Support & Issue Resolution (40%)

  • Provide timely technical assistance for intranet services, meeting room technologies, and hardware/software issues.

  • Support onboarding processes, including hardware setup and lifecycle management.

  • Troubleshoot IT issues for remote users, standalone residences, and IT lab environments.

  • Collaborate with other teams to resolve complex technical problems.

• System Maintenance & Monitoring (25%)

  • Monitor and maintain IT systems across corporate and regional offices.

  • Coordinate with property IT teams for first-level support in new properties.

  • Conduct regular maintenance checks in the IT technology lab to ensure safety and functionality.

• User Training & Documentation (15%)

  • Deliver tailored training sessions to enhance user proficiency with IT systems.

  • Create and maintain user guides and documentation for various environments, including remote work and property-specific setups.

• Collaboration & Continuous Improvement (20%)

  • Work with cross-functional teams to implement and refine IT solutions.

  • Participate in planning and discussions for new property IT setups and lab enhancements.

  • Contribute to innovation and process improvement initiatives to elevate IT service quality.

Scope & Environment:

• Global support coverage with flexibility for remote work.

• Involvement in diverse IT environments including corporate offices, remote setups, and hospitality properties.

Our commitment to you

Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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