At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for our luxury hotels.
- Company: Join the award-winning Firmdale Hotels, known for exceptional service and unique interiors.
- Benefits: Enjoy a competitive salary, health cash plan, discounts, and flexible scheduling.
- Other info: Ongoing training, social events, and opportunities for professional development await you.
- Why this job: Be part of a dynamic team that values growth and innovation in hospitality.
- Qualifications: Tech-savvy individuals with a passion for customer service and problem-solving.
The predicted salary is between 31000 - 31000 £ per year.
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.
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IT Support Analyst employer: Firmdale Hotels
Firmdale Hotels is an exceptional employer, renowned for its commitment to excellence and creating unforgettable experiences in the hospitality industry. Located in the prestigious Knightsbridge area, we offer our Maintenance Engineers a vibrant work culture, competitive benefits including access to financial wellbeing apps, ongoing training, and opportunities for professional development. Join us and be part of a team that values your contributions while providing a supportive environment where you can thrive and grow.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Firmdale Hotels values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Firmdale Hotels might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Firmdale Hotels!
✨Direct Apply to Firmdale Hotels
Let's not forget to apply directly through the Firmdale Hotels website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Firmdale Hotels.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Firmdale Hotels. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Firmdale Hotels
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
