Technical Analyst

2 weeks ago

Sydney, New South Wales, Australia InterContinental Hotels Group Full time

About Us


IHG Hotels & Resorts is one of the world's leading hotel companies, with around 325,000 colleagues working across more than 100 countries to deliver True Hospitality for Good.

You'll know our hotel brands.

They are some of the best known and most popular in the world - Regent Hotels & Resorts, InterContinental Hotels & Resorts, Six Senses, voco, Vignette Collection, Holiday Inn, Holiday Inn Express, Crowne Plaza Hotels & Resorts, Hotel Indigo as well as Kimpton Hotels.

All of these brands work together towards our goals of creating True Hospitality for Good.

This is a mission that's seen us go from strength to strength with more rooms in an ever-growing portfolio of hotels across more and more locations.

Which makes this an incredibly exciting time to become part of the team.

Your Day to Day


With spectacular growth in our region - which includes a newly revamped rewards program and new brands in market - and an even bigger ambition, there couldn't be a better time to join the IHG family.


Due to growth in our region we now have a fantastic opportunity for a Technical Analyst to join our Service Management & Escalations team servicing our hotels in East Asia and Pacific region.

The role reports into our Manager for this region and will be based out of our Sydney support office.


The role is to provide regional SME technical support service to our East Asia & Pacific hotels, driving zero service outages for our hotel business.

Your responsibilities will include

  • Responsible for delivering an exceptional level of IT Support service to our hotels within the region, acting as the SME for regional support incidents.
  • Receiving and owning escalations from hotels, owners and other parts of IHG relating to IHG IT services and solutions that are in production across the region.
  • Ensuring that any incidents are resolved as quickly as possible.
  • Supporting the Global Service & Support function with regional expertise and technical knowledge, this role will be the 'final stop' from our customer point of view in ensuring our IT Services are restored.
  • Providing Early Life Support for newly deployed Services or Solutions.
  • Working with our suppliers ensuring they consistently deliver great service at or above contractual SLAs.
  • Driving improvements in customer satisfaction.
  • Providing a "follow the sun" IT Support model to ensure our hotels are supported 24/
  • Visiting regional hotels to provide desk side support when required.
  • Provide a Major Incident Management service.


We're looking for a highly motivated, diverse thinker who's ready for an exciting challenge, and we have a world of opportunity to offer in return.


What we need from you
To be successful in this role the following skills and attributes are highly desirable.

  • ITIL Foundation V3 Certification minimum
  • Microsoft and / or Cisco qualifications essential.
  • 3+ plus years working in technical support, preferably in a hospitality arena.
  • 2+ years' experience of working within an ITIL environment.
  • Supplier Management experience.
  • Strong knowledge of Hotel Systems (PMS, POS, B/O, Revenue Systems, S&C, etc)
  • Subject Matter Expert technical ability in three of the following areas and a strong understanding in the others:
  • Data Centre operations
- o Security and Patch Management
- o Microsoft client technologies
- o Microsoft server technologies
- o Cisco networking technologies
- o Citrix thin client technologies
- o Virtualization technologies such as Virtual Server, VMware, etc
- o IP technical knowledge
- o Voice (Analogue & IPT) systems

  • Experience of using typical Service Management tools and providing concise reporting
  • Experience of using remote control software and AD management
  • Strong understanding of hotel operations and hospitality technology.
  • Excellent customer care, relationship building and interpersonal skills.
  • Strong analytical and problem solving skills with the ability to work and remain calm under pressure.
  • Excellent communication skills with ability to translate technical concepts into simple terms to hotels and owners.
  • Selfmotivated and the ability to work under own initiative.
  • Flexibility to work out of hours if required during major incidents.

What we offer


In return, we'll give you a competitive benefits package including salary, private health, bonus and discounted accommodation worldwide and the opportunity to progress your career with IHG.

At IHG we offer opportunities for flexible and hybrid working arrangements.

Additionally, we value diversity, equity, inclusion, and wellness for our colleagues which is represented by our suite of industry leading benefits.

IHG is an equal opportunity employer.

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want t

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