IT Analyst

Job Description: 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

Qualifications: 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.