IT Analyst

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PURPOSE & OBJECTIVE:

The IT Analyst will work closely with the Director of IT in the day-to-day operations of IT department as well as supporting property guests. The department’s primary customers are the hotel guests and clients, followed by hotel management and staff. The IT Analyst will need to be able to work briskly in a highly-technical environment while balancing multiple tasks.

RESPONSIBILITES AND JOB DUTIES:

• Provide technical assistance (via phone, email, or in person) and support for helpdesk tickets
• Provide outstanding client and guest support in line with 5-star Hotel standards
• Available for guest room and meeting room technology support as necessary
• Conduct self in a most professional manner at all times to reflect the Hotel standards
• Assist with the rollout of new systems and updating of existing systems in a 24/7 production environment
• Maintain inventory for all hardware and software assets
• Work with Director of IT to ensure strict enforcement of Infosec policies
• Create and maintain ActiveDirectory user and machine accounts
• Take lead on new user onboarding
• Act as an onsite expert for Microsoft Office products
• Under guidance of Director of IT, act as escalation point for A/V system troubleshooting
• Assist with the general troubleshooting of network backbone, server, and storage components, and escalate or resolve with vendor support as necessary
• Support management and staff in their utilization of remote work software
• Ensure that each piece of computer equipment and the computer room are kept clean
• Organize and maintain repository of software and license information
• Act as “system owner” for select systems as delegated by Director of IT
• Any other IT-related duties as delegated by the Director of IT

JOB REQUIREMENTS:

• Candidate should have a mature and professional attitude with good written and oral communication skills
• Willing to work a flexible schedule in order to accomplish all major responsibilities and tasks
• An analytical approach to problems and a regard for detail and accuracy
• Able to provide help and support to both guests and colleagues
• Capable of seeking solutions and answers utilizing both group and external sources
• A self-motivated individual able to identify, take ownership and implement new technology related procedures that will improve guest service, operations and profitability
• Able to break down and relay technical information to non-technical persons

EXPERIENCE REQUIRED:

• 2-3 years’ experience supporting business systems

DESIRED BEHAVIORS:

• Guest/Client focused; detail orientated individual
• Ability to maintain a positive attitude in a fast paced work environment
• Confident individual who is willing to assume responsibility
• Demonstrates high degree of drive and determination
• Adaptive and flexible (changing technologies, processes, environments)
• Ability to work and make decisions with minimal supervision
• Team player

LICENSES OR CERTIFICATES: