IHG Level 3 IT Support Analyst in Burton On Trent, United Kingdom


Level 3 IT Support Analyst

Based in Corporate Office

Branston (Burton On Trent)

Are you passionate about delivering exceptional IT support to customers? Do you consistently exceed expectations? Are you looking for your next challenge?

At InterContinental Hotels Group (IHG), we are recruiting for a self-motivated IT Support Analyst to provide 3rd level support and incident resolution service to all European customers at our Hotels and Corporate Offices.

We’re a global organisation where we put people first, we live for true hospitality and exceptional customer service. We have a purpose to create Great Hotels Guest Love through delivering our brand promise of True Hospitality for everyone.

This is an exciting opportunity to join us at our Branston office and become a part of a leading FTSE 100 company, if you are interested and have the skills we are looking for, please read on and make your application!

Our Company:

You may not have heard of us, but the chances are you aware of some of our hotel brands! IHG is one of the largest hotel companies in the world, with a family of brands including InterContinental, Holiday Inn and Crowne Plaza.

We believe the culture at IHG is unique as it’s created by our People and founded on strong values - that’s why we’ve been certified as a Top Employer UK 2017 by the Top Employers Institute.

The Role:

This role sits within our European Customer Service Team (ECS) responsible for delivering a consistent and outstanding customer service and IT support to its hotels and corporate office customers within Europe.

The team also acts as a technical escalation point for the region’s hotel based IT managers and provides incident resolution across a broad range of technologies.


  • Support the ticket incident lifecycle by ensuring swift and efficient resolution to incidents within our Hotel and Corporate Offices.

  • Working to agreed SLA’s and OLA’s, provide a ‘one-stop shop’ of Level 3 incident resolution of tickets escalated though our Service Desk Tool.

  • Utilise our Service Desk Tool ensuring incident ticket data is accurate, up to date and available.

  • Escalating and managing tickets with key hotel systems vendors, ensuring that they deliver resolution within agreed SLAs.

  • Support the transition of new or changed services, systems or business applications into mainstream support.

  • Provide technical escalation and advice for the region’s hotel IT Managers, Area IT Managers and Area Technology Managers.

  • Collaborate with other Global Hospitality Technology teams globally and regionally in the development of best practice programs, documentation and training to support the use of IHG technologies.

  • Where necessary, provide hotel and office on-site Major Incident support as required.

  • Support our Regional and Global Infrastructure Services team who monitor trend capacity and availability to facilitate proactive Problem Management, health checks and general availability of our systems is in line with agreed SLA’s.


You will have a real passion about customer service and a commitment to exceeding expectations, you will have 5 years working within an IT environment preferably within the hospitality industry and ideally have a minimum of 3 years’ experience working in a third line support function.

Strong inter-personal and relationship building skills are essential in addition to having strong communication skills and being self-sufficient. You must have strong analytical and problem solving skills with the ability to work and remain calm under pressure.

The role will require priority 1 and major incidents support out of business hours.


The role will be based in Branston, Burton on Trent, which is easily accessible from major motorways (M1, M42) and is located near to Birmingham and Nottingham.

Based in modern offices you will enjoy facilities including a subsidised canteen and free parking.

Benefits at IHG:

You will enjoy a competitive financial and benefits package which may include healthcare support and hotel room discounts.

Hotel discounts worldwide are available as well as access to a wide variety of discount schemes and the chance to work with a great team of people.

Most importantly, we'll give you the room to be yourself.

So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.

You must meet the legal requirements to work in this country


Job: IT Support

Location: GBR-Burton On Trent

Requisition ID: R131396