Agent Information Technology Helpdesk

Atlantis Resorts; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A luxury hospitality group in Dubai seeks an experienced IT Helpdesk Agent to manage day-to-day IT support for its world-class resorts. The role involves providing first-level support, logging service requests, and implementing ITIL best practices. Candidates should possess strong communication skills, a background in IT processes, and at least one year of relevant experience. Join a creative team dedicated to delivering exceptional guest experiences.

Qualifications

• Firm understanding of IT processes and ITIL Framework.
• At least 1 year of experience in a related role.
• Impeccably strong administrative writing skills.

Responsibilities

• Provide first-level IT support for guests and employees.
• Log IT-related service requests and incidents.
• Monitor calls and ensure compliance with standard procedures.

Skills

IT processes

Administrative tasks

IT service delivery

Strong communication skills

Problem solving

Microsoft Office skills

Education

Diploma in Computer Science or related field

Certification in ITIL v4

Tools

Service desk system

Job description

( 16568 )

At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests’ expectations at every possible turn.

Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple’s retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it’s our passion.

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, and responsible for the delivery of consistent IT support services to the business. You will provide the first level of support and logging of all IT related service requests and incidents for both Atlantis the Palm and Atlantis the Royal.

You will be responsible for assisting hotel guests and employees on first level 24x7 IT support, as well as being responsible for incident management (logging, resolution, escalation) and monitoring calls logged. You will also ensure all calls are registered in the service desk system and comply with our standard procedures, and actively promote the IT Support function to customers and management within the organisation, encouraging users to register their requests and issue with the IT Service Desk.

About You

The successful IT Helpdesk Agent candidate will have a firm understanding of IT processes, administrative tasks, IT service delivery, and ITIL Framework. You will have at least 1 years’ experience working in a role with exposure to related businesses and processes, and have impeccably strong administrative writing skills, Microsoft Office skills, organisation, analysing information, professionalism and problem solving. You will have strong communication skills, being proficient in both written and spoken English, and have the ability to prioritise and manage multiple workloads as well as last-minute requests.

Other Desirable Skills/qualifications

Certification in ITIL v4 would be an added benefit.

Diploma in Computer Science or related field would be an advantage.

Any Microsoft Certification or equivariant.

Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

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