IT Analyst
Posted Updated
- Daily IT support activities and prioritise technical requests based on operational needs.
- Provide first-level support for hardware, software, network connectivity and hotel IT systems.
- Install, configure and maintain computers, printers, telephones, network equipment and other IT devices.
- Support hotel systems including PMS, POS, PABX, Wi-Fi, access control and other operational technology.
- Troubleshoot technical issues and escalate complex matters to the IT Assistant Manager or approved service providers.
- Manage user accounts, system access, software installations, updates and security patches.
- Maintain IT equipment, asset inventories, software licences, warranties and service records.
- Monitor IT systems and assist with backups, cybersecurity, business continuity and disaster recovery procedures.
- Coordinate with IT vendors and service providers for maintenance, repairs and technical support.
- Support new Heartist onboarding by setting up required IT equipment, accounts and system access.
- Provide basic IT training and guidance to Heartists on systems, applications and cybersecurity awareness.
- Maintain accurate records of IT incidents, requests, repairs, maintenance and inventory.
- Ensure IT equipment, systems and confidential information are protected and used in accordance with Accor and hotel policies.
- Maintain secure, organised IT and server areas and report technical, safety or security concerns promptly.
- Support IT projects, system upgrades, installations and new technology implementations as required.
- Deliver professional and responsive IT support to Heartists and guests while maintaining a high level of confidentiality.
- Embrace the Fairmont brand promise and luxury in your role and in all your interactions
Foster an inclusive environment where every individual feels valued and respected
- Diploma or Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering or a related field.
- Minimum of 5 years of experience in IT support within a hotel or hospitality environment.
- Good knowledge of computer hardware, software, networking and troubleshooting.
- Experience with Windows, Microsoft Office, printers, Wi-Fi and basic network infrastructure.
- Knowledge of hotel systems such as PMS, POS, PBX and access control is an advantage.
- Strong problem solving, analytical and organisational skills.
- Good communication and interpersonal skills with a strong customer-service mindset.
- Ability to manage multiple priorities and respond effectively to IT issues.
- Knowledge of IT security, data protection and cybersecurity best practices.
- Good command of English, both written and spoken.