Caprice•Full time

Senior IT Support Analyst

London40,000

This role is 5 days in office based in Central London!

We are seeking a Senior IT Support Analyst to join our Group IT Team, a collaborative unit of five professionals delivering secure, reliable, and innovative IT services across Caprice Restaurants, Birley Clubs, (Troia and Bill’s) in the UK and internationally.

As a Senior IT Support Analyst, you will play a critical role in ensuring seamless day-to-day technology operations, providing both remote and on-site support, and coordinating external engineers where required. You will be the first point of contact for a wide range of IT issues—helping our teams work smarter, safer, and more productively across different locations and levels of technical expertise.

Based in central London but supporting a hybrid and global workforce, you will bring strong communication, problem-solving, and organisational skills, along with a passion for delivering an excellent employee experience.

Key Responsibilities

End-user support for laptops, desktops, mobile devices, printers, and Point of Sale (POS) systems through:
Remote troubleshooting and resolution
On-site installations, upgrades, and configuration
Coordinating third-party engineer visits when required
Hardware lifecycle management: managing procurement, deployment, upgrades, and retirement of IT equipment.
Service delivery & communication: keeping users informed on the status of incidents and requests, ensuring transparency and timely resolution.
Systems administration: assisting with user account management, access provisioning, and device compliance.
Reporting & analysis: monitoring IT service performance, identifying recurring issues, and recommending improvements.
Asset management: maintaining accurate records of IT equipment and software licensing.

Core Competencies

Credibility – Professionalism, reliability, and trustworthiness.
Technical Expertise – Solid IT knowledge with sound judgment and problem-solving ability.
Innovation & Agility – Ability to adapt to evolving technologies and business needs.
Collaboration – Works effectively across teams and communicates with clarity and impact.
Execution & Results – Consistently delivers high-quality outcomes and service excellence.

Required Qualifications

5 GCSEs (A*–C) or equivalent qualifications.
Proven experience in IT Service Desk or customer-facing IT support (minimum 5 years).
Strong communication and organisational skills.
Broad knowledge of desktop, laptop, and mobile device hardware.
Practical experience supporting Windows 11, macOS, and iOS environments.
Right to live and work in the UK.

Preferred Qualifications

Experience with Microsoft Active Directory / Azure AD and identity management.
Familiarity with IT Service Management (ITSM) platforms and ticketing systems.
Exposure to cloud-based productivity suites (e.g., Microsoft 365, Google Workspace).
Understanding of modern workplace tools (Teams, Slack, Zoom) and collaboration platforms.
Basic knowledge of endpoint security, patch management, and compliance.

Benefits

30% Dining discount across our Caprice restaurants (excluding Scott’s Mayfair), The Ivy Collection & Bill’s
Access to early pay, savings tools & financial coaching via Wagestream
Enhanced maternity & paternity leave
Cycle to work scheme and refer-a-friend bonuses up to £1,000
English language classes, length of service awards & employee recognition bonuses
Private medical and life insurance for senior leaders, life insurance for head office employees
Employee Assistance Programme
Plus, a structured pension scheme with employer contributions

Join our team and be a part of a distinguished establishment committed to delivering unparalleled hospitality.

We promote a working environment in which equal opportunity and diversity is recognised, valued, and encouraged.