Job Summary


The IT Support Analyst provides technical support and troubleshooting services for hardware, software, and network-related issues across the organization.
This role ensures smooth day-to-day IT operations, supports end-users, and assists with system maintenance, upgrades, and documentation.


Key Responsibilities

Technical Support:


Provide first-line support for IT-related issues (hardware, software, printers, networks).
Respond to and resolve helpdesk tickets in a timely and professional manner.
Support hotel systems including PMS (e.g., Opera), POS systems (e.g., Micros), Wi-Fi, and guest-related technologies.


System Maintenance:


Perform routine maintenance of computers, servers, and network equipment.
Monitor system performance and carry out updates, patches, and backups.


User Support and Training:


Assist staff with IT onboarding, account setup, and basic training on systems and software.
Provide guidance on best practices for data security and software use.


Incident Management:


Troubleshoot hardware and software failures and escalate critical issues as needed.
Maintain documentation of issues and solutions to build a knowledge base.


Network and Security:


Support the network infrastructure including switches, routers, and access points.
Help enforce IT security protocols and monitor for threats or breaches.


Asset and Inventory Management:


Maintain accurate records of IT assets (laptops, desktops, mobile devices, etc.).
Assist in the procurement, setup, and disposal of IT equipment.


Collaboration and Project Support:


Work with other IT staff and vendors to support new system rollouts or upgrades.
Participate in IT projects to improve infrastructure and user experience.