It Support Analyst

Firmdale Hotels - Head Office; Greater London; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Health cash plan

Discounted cinema tickets

Complimentary meals on shift

Flexible scheduling

Training and English lessons

Job summary

Firmdale Hotels is seeking an IT Support Analyst to be the primary contact for technical support across hardware, software, and networking for their hotels and offices. You will manage incidents, monitor systems, and assist with out-of-hours support to ensure continuous IT services across properties.

The role involves onboarding/offboarding users, maintaining documentation, and supporting procurement and email administration.

Qualifications

• First-line support experience
• Ability to troubleshoot hardware and software issues
• Familiarity with networking concepts and security monitoring

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 incident resolutions for tracking and future reference.
• Assist in monitoring SIEM systems to detect and respond to security threats in a timely manner.
• Diagnose and troubleshoot hardware and software issues, escalating when necessary.
• Support networking tasks, system maintenance, and software updates with guidance from senior IT staff.
• Configure and deploy new PCs, ensuring compliance with IT standards and user requirements.
• Onboarding and offboarding of user accounts.
• Manage email filtering and basic administration for secure email operations.
• Assist procurement of IT equipment and cost-effective purchases.
• Create and maintain IT documentation, procedures, and policies for consistent IT operations.
• Provide on-call support outside regular hours.
• Monitor system alerts and escalate critical issues to senior IT staff.
• Log tasks in the ticketing system and prepare daily activity reports.

Skills

First-line support

Hardware troubleshooting

Software troubleshooting

Networking basics

Incident management

Customer service

Tools

SIEM systems

Ticketing system

Remote assistance

Job description

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
hospitality and 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
• 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.

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.