Highgate Hotels

  • IT Technical Analyst

    Requisition ID
    2018-5582
    Category
    Information Technology
    Job Location
    US-TX-Irving
    Property
    Highgate Corporate Office TX
  • Highgate Hotels

    Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

    Location

    Corporate Highgate Irving

    Employment Status

    Full-Time

    Overview

    The Technical Analyst position will support, administer, maintain, configure, and implement system infrastructure hardware, software, and services for Highgate’s large hosted and cloud multi-tenant environments. This position requires extensive collaboration with 3rd party vendors with planned & emergency after-hours support.

    Responsibilities

    • Daily analysis of Break/fix Tickets
    • Work with Third-Party Help Desk on creating reports
    • Daily analysis of SLA metrics
    • Work to improve communication between Third-Party Help Desk and Property teams on all support items
    • Weekly Third-Party Help Desk deep dive on service key performance indicators
    • KPI creation and tracking
    • Daily deep dives on all open property help-desk tickets
    • Backup Software management, if this is not pulled into the Corporate IT umbrella
    • Assist with management of Third-Party during property transitions
    • Work with VP, IT Services & Delivery on proper resource allocation for the various regions and coming up with "best case" for optimal property IT stability
    • Assist VP, IT Services & Delivery and Third-Party with yearly creation of property IT Capital Expenditure budgets.
    • Tracking of all IT projects from inception date to completion
    • Working with Third-Party on keeping IT projects on time by managing resource allocation
    • Creating additional ways to create a more successful IT partnership between Third Party Help Desk, Highgate IT & Property teams.
    • Analyze 3rd party tools that can assist in managing success

     

     

    Qualifications

    • Technical problem-solving skills necessary to analyze environment
    • Excellent customer service skills to establish and maintain effective working relationships
    • Outstanding communication skills including the ability to speak diplomatically and function as a team player
    • Planning and organization skills necessary to prioritize and coordinate own workload within a multiple project setting
    • Ability to operate in a high-energy, high-intensity and evolving environment
    • Demonstrate a strategic/global mindset by determining opportunities and threats through analysis of current and future trends
    • Ability to have fun and enjoy the work in a fast-paced atmosphere
    • Three+ years’ experience supporting hotel, retail or similar technology environment (a plus)
    • Knowledge of all Windows platforms and general office automation and productivity software
    • Knowledge of various hospitality specific applications including Opera and Delphi (a plus)
    • Knowledge of hospitality vendors for HSIA, POS, PMS, FTG, Telecom, etc. (a plus)
    • As with all positions in our hospitality, customer service proficiency is required. Must be highly capable of working with end-users and executives.
    • Detail-oriented, Self-motivated, Task-oriented, Success-driven
    • Excellent time management & prioritization skill
    • Hospitality IT lifecycle knowledge and experience with managing
    • General Hospitality / Enterprise IT management background
    • Management of MSP either in hospitality or service oriented vertical
    • Intermediate and above IT break/fix troubleshooting knowledge.
    • Clear and concise communication capability

     

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