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IT Support Analyst  

Employer
Hilton Hotels
Location
Watford, Hertfordshire
Salary
Competitive
Closing date
27 Jun 2022
IT Support Analyst  

From smartphone capabilities like Digital Key to connected smart rooms that allow for integrated entertainment, temperature and lighting controls, Hilton’s Global Technology team is responsible for creating the hospitality experience of the future – for our guests, owners and Team Members. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation.

What will I be doing?
The role of this analyst is to assist Hilton internal team members who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to subject matter expert support groups for resolution when needed.  The analyst is responsible to ensure that an effective solution is employed in a timely manner to the team member. 
More specifically, you will: 
•    Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the user community
•    Provide support for all Information Technology products and services which may include answering questions, troubleshooting problems, teaching or instructing users regarding software or hardware functionality, and communicating policy
•    Determine the most effective manner to resolve users’ technical issue while adhering to the predefined solutions as set by the Standards Systems Engineering team 
•    Engage in research and in-depth troubleshooting to resolve technical issues 
•    Record required user and problem information in the Hilton ticketing system; update tickets with appropriate journal entries of activities and close tickets with resolution entered upon completion of the job
•    Resolve Level 1 & 2 work orders. Elevate complex and/or high priority problems to the appropriate support groups for resolution
•    Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up
•    Works on support desk related projects as assigned by Tech Lead or Manager
•    Assists in developing long-term strategies and capacity planning for improving the Corporate Technology Support operations
•    Ability to write and review IT instructions and procedures
•    Supports and manages LAN room equipment and all apparatus including the cable patching
•    May perform overtime work outside of the normal business hours

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