IT Support Analyst

Join The Doyle Collection as an IT Support Analyst and play a pivotal role in ensuring seamless operations across our properties 

Responsibilities:

• Provide exceptional customer service to hotel staff, and other stakeholders
• Serve as a point of contact for hotels, addressing and resolving any systems issues or concerns
• Collaborate with team members to ensure efficient and effective support to all properties
• Maintain a high level of accuracy and attention to detail when handling data and documentation
• Communicate effectively and professionally with a diverse range of individuals, including hotel staff, corporate team members, and guests.
• Monitor and track technology support performance metrics and report findings to management
• Identify areas for improvement within the support process and offer solutions
• Stay updated on company policies, procedures, and industry trends to ensure accurate and up-to-date support to hotels
• Utilise problem-solving skills to resolve issues and provide solutions to hotel staff.
• Adhere to company standards and protocols to ensure consistency and quality in all operations support activities.
• Act as a conduit for IT support for the business, working in lock-step with our IT Managed Service Provider to deliver first line support to users.
• Understand and manage the IT procurement process
• Keep documentation up-to-date
• Analyse and support training needs of end users, ensuring the new systems and processes are embedded into the organisation
• Assist in establishing documents, testing, and communicating appropriate emergency procedures to follow when the hotel computer system(s) are inoperable
• Assist in the development, management and maintenance of the department IT budget, including all IT vendor service agreements, and managing third party vendors
• Work closely with the Engineering department to ensure the proper maintenance of all in-room technology
• Perform other duties as assigned

Skills and Knowledge

• Understanding fundamentals of hotel IT systems, processes and procedures
• Polished communication skills – able to disseminate complex technical information to a non-technical audience, both verbally and in writing
• Highly organised, with attention to detail around process and documentation
• Comfortable working in a fast-paced environment and being flexible to adapt to changing priorities in line with business needs
• Experience with phone systems, Wi-Fi hardware, networks and hardware as well as daily use of office equipment such as printers
• Ability to work in a variety of environments and to stand, walk, and climb as needed
• Must be available to be on call, able to work nights, holidays and weekends as needed

The Perks of working for The Doyle Hotel:

• TripAdvisor Incentives
• Upselling incentives
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Doyle Collection

The Doyle Collection is a carefully curated collection of eight Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.