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IT Support Analyst - London

Firmdale Hotels
London, Greater London
Discussed at venue
Closing date
13 Feb 2024
IT Support Analyst - London

We are currently searching for a 1st Line IT Support to join our Head Office team and to be part of a leading boutique hotel brand and expanding company. The successful candidate will have the responsibility for being the first point of call to assist in all support aspects of IT for our head office departments, our 8 London hotels and our New York properties.

This exciting role gives an opportunity to grow and expand your technical skills within the hospitality industry. Your primary responsibilities as IT Support will be focused towards supporting the team with all hardware, software, and network issues.

What we Offer:

  • Discount and Benefit Platform
  • Wage Stream - An employee app to stream your wages before payday
  • Cycle to work scheme
  • Meals provided
  • Discounted personal dry cleaning
  • Social events, wellbeing and team activities
  • Award winning training opportunities and career development
  • Fully funded English lessons
  • One paid volunteering day per year
  • Firmdale experience and long service vouchers (Afternoon tea, dinner for two, film club and an overnight stay)
  • And much more!

Main Duties

  • Assisting the IT helpdesk team in tackling daily calls and email requests
  • Remote support to all users on the group network
  • Updating IT ticketing management system
  • Troubleshooting daily IT issues for the Group
  • Assisting the IT team covering out of hour calls
  • Administer and maintain group email spam filtering manager
  • Responsible for the setting up and configuration of new PC's
  • Responsible for creating and maintaining the IT department's documentation
  • Assisting the Group IT Project Manager on daily networking tasks
  • Assisting the Group System Administrator on day to day system maintenance
  • Assisting the IT team with the procurement of all IT equipment
  • Responsible of maintaining and escalating group system alerts to the IT networks team.
  • Maintain and compile daily activity reports for management purposes.
  • Ensuring a high level of customer service


  • Previous experience as a IT helpdesk or IT support
  • Ability to establish good working relationships within a diverse operational team
  • Ability to prioritise and multitask
  • Exceptional communication skills both written and verbal
  • Previous experience in supporting a hotel operation
  • Good understanding of networking and PC operating systems, hardware, protocols, and standards.
  • Ability to present ideas in a business-friendly and user-friendly language.
  • Ability to establish good working relationships within a diverse operation
  • Exceptional communication skills both written and verbal
  • Ability to effectively prioritize and execute tasks efficiently and with a friendly manner
  • Working knowledge of IT practices and procedures
  • Preferably educated to degree level or any IT professional certifications.

Why join Firmdale Hotels?

Firmdale Hotels is an international award winning group comprising of 10 high end luxury hotels and 8 bars and restaurants in London and New York.

We are delighted to have been recognised by the hospitality industry for some of the great work our teams have done. To name a few of our recent awards and accolades;

  • Firmdale Hotels - "Winner of the Best Employer Award at The Cateys 2017 & 2020 and Number One in The Caterer Best Places to Work in Hospitality"
  • Manager of the year - Laura Sharpe, Cateys 2018
  • Hotel of the year - Group - Cateys 2018

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.

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