Job Description

Firmdale Hotels is a renowned boutique hotel brand celebrated for our dedication to excellence and innovation. We proudly operate exquisite properties in London and New York, and our team is at the heart of delivering exceptional service. We're looking for a motivated experienced 1st Line IT Support Analyst to join our Head Office team.


As a 1st Line IT Support Analyst, you will be the initial point of contact for IT support, assisting with hardware, software, and network issues to ensure the smooth operation of our hotels and offices. This junior role is ideal for someone eager to develop their technical skills in a vibrant hospitality environment.

This is an on-site role.

Responsibilities:

Respond promptly to IT-related issues via phone, email, and remote assistance. Monitoring and managing Security Information and Event Management. Work with the IT helpdesk team to manage daily calls and email requests, ensuring high customer satisfaction. Maintain the IT ticketing system, accurately recording all incidents and resolutions. Troubleshoot and resolve hardware and software problems. Assist with out-of-hours support to ensure continuous IT service. Administer and maintain email spam filtering to enhance network security. Configure and set up new PCs for team members. Create and maintain documentation for IT procedures and processes. Support networking tasks and system maintenance as directed. Assist in procuring IT equipment, ensuring cost-effectiveness and compliance with standards. Monitor and escalate system alerts for timely resolution. Compile daily activity reports for management insights

What you Need:

A minimum of 2 years' experience is required in IT support. Exceptional telephone etiquette with excellent interpersonal and communication abilities. Proficiency in supporting Windows Desktop OS. Active Directory, Exchange Server experience, Windows Server administration. Strong understanding of PC, laptop, and printer hardware. Knowledge of networking, hardware, and protocols. Comprehensive knowledge of the entire MS Office suite. Demonstrated problem-solving skills with a methodical approach. Ability to prioritise and multitask in a dynamic environment. Familiarity with IT practices and a commitment to continuous learning. Degree-level education or relevant IT certifications are a plus, but not essential.

What We Offer:

Competitive salary of 30,600 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 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/


If you are passionate about hospitality and delivering exceptional guest experiences, we would love to hear from you. Join Firmdale Hotels and be part of something extraordinary.


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.


INDHEADOFFICE