Agent, Information Technology Helpdesk

KERZNER INTERNATIONAL LIMITED; Dubai; On-site; AED 30,000 - 50,000; Full time

Job summary

An adventurous and creative company is seeking an IT Helpdesk Agent to deliver exceptional IT support services. In this role, you will ensure the smooth operation of the IT Service Desk, offering first-level support to guests and employees. Your responsibilities will include logging incidents, resolving issues, and promoting the IT Support function within the organization. The ideal candidate will possess strong communication skills, a solid understanding of IT processes, and the ability to manage multiple workloads. Join a vibrant team dedicated to creating unforgettable experiences for guests while driving continuous innovation.

Qualifications

• 1+ year of experience in IT support roles with strong administrative skills.
• Excellent written and spoken English communication skills.

Responsibilities

• Provide first-level IT support for hotel guests and employees.
• Log and manage IT-related service requests and incidents.

Skills

IT Service Delivery

Microsoft Office

Analytical Skills

Problem-Solving

Communication Skills

Education

Diploma in Computer Science

Tools

ITIL Framework

Job description

About the role
As the IT Helpdesk Agent, you will be responsible for the day-to-day service delivery and operations of the IT Service Desk support function, providing consistent IT support services to the business. Your duties include first-level support, logging all IT-related service requests and incidents for Atlantis the Palm and Atlantis the Royal.
You will assist hotel guests and employees with first-level 24x7 IT support, manage incident logging, resolution, escalation, and monitor logged calls. Ensuring all calls are registered in the service desk system and comply with standard procedures is essential. You will actively promote the IT Support function within the organization, encouraging users to register their requests and issues with the IT Service Desk.
About you
The ideal candidate will have a solid understanding of IT processes, administrative tasks, IT service delivery, and the ITIL Framework. You should have at least 1 year of experience in a related role, with strong administrative writing, Microsoft Office skills, organizational abilities, analytical skills, professionalism, and problem-solving capabilities. Excellent communication skills in both written and spoken English are required, along with the ability to prioritize and manage multiple workloads and last-minute requests.
Other desirable skills/qualifications:
Certification in ITIL v4 is a plus.
A Diploma in Computer Science or a related field is advantageous.
Any Microsoft Certification or equivalent is preferred.
Join a team that is adventurous, creative, warm-hearted, and extroverted. We aim to make our guests exceptionally happy, creating unforgettable memories. You will be central to our vision of continuous innovation to deliver Amazing Experiences and Everlasting Memories.