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Cluster IT Assistant - UK

Melia White House Hotel

Location: London, NW1




You are responsible for working closely with the IT Business Unit, IT EMEA and other parties in order to provide support to all hotel guests, operational departments and back of house colleagues; managing support, workstations / computers / laptops, all hotel systems / servers / infrastructure and assist with any relevant projects.




  1. To ensure all Information Systems run efficiently at all times; these systems include but are not limited to Oracle products Opera and Simphony, Microsoft operative systems for computers and servers, Alcatel PBX & WIFI systems; along with many bespoke products and interfaces which are hotel specific.
  2. Participate in property-level, corporate-initiated technology implementations and assist in the co-ordination of new acquisitions and major projects as required.
  3. To assist in maintaining, controlling and monitoring the active users, ensuring that all employees that are using Company computers have their own windows user.
  4. To do weekly / monthly spot checks that there is no active generic users.
  5. To constantly review the current settings of all system used by the Company users and amend it in accordance with MHI rules and new changes whenever applied.
  6. To manage users and privileges based on the held positions, according to MHI rules and in accordance with other laws and rules (e.g. PCI compliance).
  7. To assist the Company in monitoring PCI compliance and performing spot checks of rules as required. Report any shortcomings to IT EMEA Financial Controller and General Manager and provide solutions to decrease the risk of non-compliance.
  8. Investigate and resolve software and hardware problems of servers, guests and colleagues.
  9. Assist to MHI global and local support providers via telephone, email, remotely and in-person via the standard operating procedures and ticket / case logging process with a view to resolve the issue as soon as possible. Maintain log and/or list of required repairs and maintenance. Ensures problems are correctly reported, routed, tracked and solved, with the system user being informed of situation at all times.
  10. Attend to guest needs as required. Including, assistance and providing advice on accessing internet from Wi-Fi, wired in admin areas, guest bedrooms and conference rooms, connecting network data points, analogue and digital phone lines as requested.
  11. Identify/determine via troubleshooting whether the problem is caused by hardware, such as workstation, printer, cables or telephone.
  12. Develops specific goals and plans to prioritize, organize, and accomplish your work.  Challenge the traditional ways of working and investigate and evaluate new technologies or solutions to assist with operational management or user productivity.
  13. Liaise with relevant software and hardware support suppliers to request service regarding defective products or applications and ensure ongoing quality of service.  Maintain good communication and assist in management of third party vendors.
  14. To write or revise user training manuals and procedures. To develop training materials such as exercises and visual displays. Where appropriate, train users on hardware and software onsite or in a classroom environment, or recommend outside contractors to provide training. All the above in conjunction with HR department.
  15. To assist the Company installing computers, software and peripheral equipment as required.
  16. Monitor data communications networks to ensure that network is available to all system users and resolves data communications problems to provide network/internet access to all staff and clients.
  17. Monitor system disk space and usage.
  18. Maintain regular contact with suppliers and support teams to ensure ongoing quality of service. Maintain excellent client relationship with suppliers, building up close working relationships, ensuring good communication.
  19. Adhere to the company’s code of professional conduct.
  20. Understand the Company’s policy on health and safety at work, and ensure that all duties are carried out with regard to the safety of all guests, personnel and other visitors on the hotel property, reporting any dangers that may arise at all times.
  21. Remain vigilant at all times and comply with the procedures relating to security / fire & emergency / health and safety / lost and found items. Report any suspicious incidents immediately to the Security department and respond to any emergency incidents in a calm and efficient manner. Report all accidents as per Company procedures and be fully compliant with the Health and Safety at Work Act 1974.
  22. Ensure and maintain the security and confidentiality of information relating to guest / employee data held within the hotel. Re-direct ‘press’ calls at all times to the correct personnel and do not disclose any data to outside sources.