IT Support Analyst

Firmdale Hotels; Greater London; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Service charge

Health plan

Cinema discounts

Gym membership

Travel discounts

Restaurant discounts

Complimentary meals on shift

Referral bonus

Flexible scheduling

Dry cleaning service

Holiday allowance

Season ticket loan

English lessons

Social events

Cycle to work

Volunteer day

Job summary

Firmdale Hotels is seeking an IT Support Analyst to be the primary contact for technical issues across our luxury hotels and offices. You will handle first-line support for hardware, software, and networking to keep IT services running smoothly.

The role involves incident management, system monitoring, and assisting with out-of-hours support as required. Excellent customer service and teamwork are essential in our hospitality environment.

Qualifications

• Experience in first-line IT support within a hospitality or corporate environment preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Act as the initial point of contact for IT issues via phone, email, or remote assistance, delivering high-quality customer service and ensuring prompt resolution.
• Monitor, manage, and resolve incidents, documenting incidents and their resolutions accurately for tracking and future reference.
• Assist in monitoring Security Information and Event Management (SIEM) systems to detect and respond to security threats in a timely manner.
• Diagnose and troubleshoot hardware (PCs, laptops, printers) and software issues, providing effective solutions or escalating where necessary.
• Support networking tasks, system maintenance, and software updates, following instructions from senior IT team members to ensure uninterrupted system performance.
• Configure and deploy new PCs for employees, ensuring compliance with internal IT standards and user-specific requirements. Basic overview training of systems to our users.
• On boarding and off boarding of user accounts.
• Manage email spam filtering systems and perform basic email administration to maintain secure and efficient email operations.
• Support the procurement process by sourcing IT equipment, ensuring cost-effective purchases that align with company requirements.
• Create and maintain detailed IT documentation, including procedures, policies, and best practices, to ensure consistent and efficient IT operations.
• Provide on-call support when required to ensure continuous IT service outside of regular working hours.
• Monitor system alerts and elevate critical issues to senior IT staff to ensure timely intervention and resolution.
• Log all tasks and jobs completed on ticket management system.
• Compile daily reports on IT support activities, highlighting trends, issues, and areas for improvement for management review.

Skills

IT support

Customer service

Job description

Company Details

Firmdale Hotels is an international award winning group comprising of 11 high end luxury hotels and 10 bars and restaurants in London and New York. We inspire our teams to love what they do and live and breathe our values. We believe that our people have the opportunity to grow and progress, whatever their role.

Role Overview

The IT Support Analyst will serve as the primary point of contact for all technical support queries within Firmdale Hotels. This role is responsible for providing first-line support across multiple systems, including hardware, software, and networking, to ensure the smooth operation of IT services across our hotel properties and offices. You will manage and resolve incidents, ensuring all issues are addressed in a timely and efficient manner. The position involves troubleshooting, system monitoring, and assisting with out-of-hours support when required.

Key Duties and Responsibilities

• Act as the initial point of contact for IT issues via phone, email, or remote assistance, delivering high-quality customer service and ensuring prompt resolution.
• Monitor, manage, and resolve incidents, documenting incidents and their resolutions accurately for tracking and future reference.
• Assist in monitoring Security Information and Event Management (SIEM) systems to detect and respond to security threats in a timely manner.
• Diagnose and troubleshoot hardware (PCs, laptops, printers) and software issues, providing effective solutions or escalating where necessary.
• Support networking tasks, system maintenance, and software updates, following instructions from senior IT team members to ensure uninterrupted system performance.
• Configure and deploy new PCs for employees, ensuring compliance with internal IT standards and user-specific requirements. Basic overview training of systems to our users.
• On boarding and off boarding of user accounts.
• Manage email spam filtering systems and perform basic email administration to maintain secure and efficient email operations.
• Support the procurement process by sourcing IT equipment, ensuring cost-effective purchases that align with company requirements.
• Create and maintain detailed IT documentation, including procedures, policies, and best practices, to ensure consistent and efficient IT operations.
• Provide on-call support when required to ensure continuous IT service outside of regular working hours.
• Monitor system alerts and elevate critical issues to senior IT staff to ensure timely intervention and resolution.
• Log all tasks and jobs completed on ticket management system.
• Compile daily reports on IT support activities, highlighting trends, issues, and areas for improvement for management review.

What We Offer

• Competitive salary of £31,000 per annum plus service charge.
• Access to Wagestream our financial wellbeing app. Stream your accrued earnings before pay day, benefit from everyday savings and real time financial coaching.
• Health cash plan(including contributions towards dental, optical, alternative and complementary therapies)
• Discounted cinema tickets, gym membership, travel, retailers and restaurants
• Complimentary meals on shift
• Referral bonus scheme for recommending top talent
• Flexible scheduling without split shifts
• Dry cleaning service for work attire and discounted personal dry cleaning
• Enhanced holiday allowance based on length of service
• Season ticket loan for convenient commuting
• Ongoing training, professional development, and fully funded English lessons
• Regular social events, team activities, and fitness sessions
• Benefits like cycle to work scheme and annual long service awards
• One allocated paid day per year for volunteering work
• Exclusive discounts at Design Hotels, staff sales, spa discounts, and product perks
• And much more!!

Why join Firmdale Hotels?

Firmdale Hotels is an international, award winning group of 11 luxury hotels and 10 bars and restaurants in London and New York. World renowned for their unique interiors and exceptional service, the hotels are trailblazers in hospitality and design.

We are delighted to have been recognised by the hospitalityand travel industries for the great work our teams have achieved. To name a few of our recent awards and accolades:

• Proud winners of The Times Best Places to Work for both 2024 and 2025
• The Kings Award for Enterprise 2024 for outstanding contribution to International Trade
• Manager of the Year – Helle Jensen – Cateys 2024
• Food & Beverage Manager of the Year - Pedro Paulo - Hotel Cateys 2024
• Hotel Chef of the Year Finalist - Jamie Atkinson - Hotel Cateys 2024
• Haymarket Hotel & The Soho Hotel – One AA Rosette for Culinary Excellence and AA Breakfast Award 2025
• Covent Garden Hotel – One AA Rosette for Culinary Excellence 2025
• Dorset Square Hotel – AA Breakfast Award 2025
• Ham Yard Hotel, Covent Garden Hotel and Haymarket Hotel – Two Michelin Keys 2024
• Charlotte Street Hotel, The Soho Hotel, Knightsbridge Hotel and Number Sixteen Hotel – One Michelin Key 2024
• Ham Yard Hotel - two AA Rosettes for Culinary Excellence, Ham Yard Bar & Restaurant, 2024 as well as an AA Breakfast Award
• Dorset Square Hotel – One AA Rosette for Culinary Excellence, The Potting Shed, 2024
• Warren Street Hotel - Travel & Leisure ‘IT List’ best hotels in the world
• Whitby Hotel, Crosby Street and Warren Street - Michelin keys
• Number Sixteen - Best Boutique Hotels in London, The Times, 2024.

You can see a full list of our awards and accolades here: https://www.firmdalehotels.com/b/awards-accolades/

Firmdale Hotels welcomes applicants from all backgrounds and is committed to an inclusive workplace. Please let us know if you need adjustments during the recruitment process.

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required at interview stage.