Hotel Chocolat Estates Ltd. is seeking a capable, service-oriented Service Desk Support Analyst to join our Estates & Property Department at Rabot Estate, Saint Lucia. Reporting to the Estates & Property Manager and working closely with the Group IT team in the United Kingdom, the successful candidate will serve as the first point of contact for all IT support across our Saint Lucia operations, providing responsive, front-line assistance to colleagues at every level of the business.

This is a hands-on role suited to a practical problem-solver who takes ownership of issues through to resolution, maintains a high standard of accuracy in record-keeping and asset management, and communicates technical matters clearly to non-technical users. It offers an opportunity to play a central operational role within a globally recognized brand, supporting the systems on which our estate, retail, hospitality, and production teams depend.

Key Responsibilities:

1. Service Desk & First Line Support

Serve as the first point of contact for all IT support requests, logging, prioritising, and tracking incidents through to resolution.

Troubleshoot and resolve issues on end user devices running Windows 10, iOS, and Android.

Provide clear, patient, and professional support to non-technical colleagues across all departments and sites.

Escalate unresolved or complex issues to Group IT in the United Kingdom, maintaining ownership until closure.

Meet agreed response and resolution standards, keeping users informed on progress throughout.

2. User Accounts & Systems Administration

Create and maintain users, computers, and groups in Active Directory in line with company policy.

Administer user accounts, licences, and permissions across Microsoft 365, including Outlook, Microsoft Teams, and OneDrive.

Manage joiner, mover, and leaver processes in coordination with the HR function, ensuring timely account provisioning and revocation.

Apply access controls and security practices consistently, safeguarding company data and systems.

3. Hardware, Software & Asset Management

Install, configure, and deploy hardware and software, including Windows 10 PCs and laptops, mobile phones, tablets, printers, and peripherals.

Maintain an accurate register of IT assets, covering allocation, movement, servicing, and disposal.

Coordinate repairs, warranty claims, and replacements with suppliers and service providers.

Monitor stock of consumables and IT equipment, raising requisitions in good time to avoid operational disruption.

4. Network & Infrastructure Support

Provide first line support for network connectivity, WiFi, and telephony issues across all Saint Lucia sites.

Carry out routine checks on network equipment, escalating faults to Group IT or third-party providers as required.

Support the rollout and maintenance of cloud and network services under the direction of Group IT.

Assist with site visits and on-site technical support across the estate, retail, and hospitality locations.

5. Documentation, Reporting & Continuous Improvement

Maintain accurate documentation of systems, configurations, procedures, and recurring issues.

Produce regular reports on service desk activity, outstanding issues, and asset status.

Identify recurring problems and propose practical improvements to reduce repeat incidents.

Support colleagues with basic training and guidance to improve general IT competence across the business.

Demonstrate flexibility on working hours where operational requirements demand, including occasional out-of-hours support.

Qualifications & Experience:

Strong working knowledge of IT systems, networks, and software environments, including Windows and Microsoft 365 (Office 365, Outlook, Microsoft Teams, OneDrive).

Minimum of 2–3 years' relevant IT experience, with hands-on first line support in a business environment; hospitality or multi-site experience is an advantage.

Experience creating users, computers, and groups in Active Directory, and installing and configuring hardware and software.

Organized, with a structured approach to documentation and asset control.

Effective communicator with the ability to support non-technical users, and strong customer service skills.

Understanding of networking (TCP/IP, VLAN, LAN, WAN, VPN, DNS, DHCP), cloud platforms (Azure, Cisco Meraki), and WiFi (desirable).

Experience administering users in Office 365, troubleshooting MacOS, and awareness of ITIL methodology (desirable).

Applications must be submitted to no later vacancies@thehotelchocolat.com than 7 August 2026