Job Description

This role is 5 days in office based in Central London!
We are seeking a Senior IT Support Analyst to join our Group IT Team, a collaborative unit of five professionals delivering secure, reliable, and innovative IT services across Caprice Restaurants, Birley Clubs, (Troia and Bill's) in the UK and internationally.
As a Senior IT Support Analyst, you will play a critical role in ensuring seamless day-to-day technology operations, providing both remote and on-site support, and coordinating external engineers where required. You will be the first point of contact for a wide range of IT issues-helping our teams work smarter, safer, and more productively across different locations and levels of technical expertise.
Based in central London but supporting a hybrid and global workforce, you will bring strong communication, problem-solving, and organisational skills, along with a passion for delivering an excellent employee experience.
Key Responsibilities

• End-user support for laptops, desktops, mobile devices, printers, and Point of Sale (POS) systems through:
• Remote troubleshooting and resolution
• On-site installations, upgrades, and configuration
• Coordinating third-party engineer visits when required
• Hardware lifecycle management: managing procurement, deployment, upgrades, and retirement of IT equipment.
• Service delivery & communication: keeping users informed on the status of incidents and requests, ensuring transparency and timely resolution.
• Systems administration: assisting with user account management, access provisioning, and device compliance.
• Reporting & analysis: monitoring IT service performance, identifying recurring issues, and recommending improvements.
• Asset management: maintaining accurate records of IT equipment and software licensing.

Core Competencies

• Credibility - Professionalism, reliability, and trustworthiness.
• Technical Expertise - Solid IT knowledge with sound judgment and problem-solving ability.
• Innovation & Agility - Ability to adapt to evolving technologies and business needs.
• Collaboration - Works effectively across teams and communicates with clarity and impact.
• Execution & Results - Consistently delivers high-quality outcomes and service excellence.

Required Qualifications

• 5 GCSEs (A*-C) or equivalent qualifications.
• Proven experience in IT Service Desk or customer-facing IT support (minimum 5 years).
• Strong communication and organisational skills.
• Broad knowledge of desktop, laptop, and mobile device hardware.
• Practical experience supporting Windows 11, macOS, and iOS environments.
• Right to live and work in the UK.

Preferred Qualifications

• Experience with Microsoft Active Directory / Azure AD and identity management.
• Familiarity with IT Service Management (ITSM) platforms and ticketing systems.
• Exposure to cloud-based productivity suites (e.g., Microsoft 365, Google Workspace).
• Understanding of modern workplace tools (Teams, Slack, Zoom) and collaboration platforms.
• Basic knowledge of endpoint security, patch management, and compliance.

Benefits

• 30% Dining discount across our Caprice restaurants (excluding Scott's Mayfair), The Ivy Collection & Bill's
• Access to early pay, savings tools & financial coaching via Wagestream
• Enhanced maternity & paternity leave
• Cycle to work scheme and refer-a-friend bonuses up to 1,000
• English language classes, length of service awards & employee recognition bonuses
• Private medical and life insurance for senior leaders, life insurance for head office employees
• Employee Assistance Programme
• Plus, a structured pension scheme with employer contributions

Join our team and be a part of a distinguished establishment committed to delivering unparalleled hospitality.
We promote a working environment in which equal opportunity and diversity is recognised, valued, and encouraged.

Skills Required