Help Desk Operator - Atlantis the Royal

Kerzner International; Dubai; On-site; AED 33,000 - 50,000; Full time

Benefits offered by this job

Tax-free salary (AED)

F&B privileges

Discounted Kerzner rates

Health insurance (dental)

Annual flights home

Life insurance

Incentive program

Wellness programs

Job summary

Atlantis The Royal in Dubai is seeking a Help Desk Operator to join our 24/7 facilities management team. You will manage CAFM requests in HotSOS, log issues, and ensure prompt processing while delivering courteous service.

You will answer calls, record tasks, and follow up on progress, monitoring outstanding jobs daily. Fluency in English and solid computer skills are essential. This role offers a tax-free UAE salary and extensive benefits.

Qualifications

• Must have CAFM knowledge to process requests promptly.
• Polite phone handling with minimum three rings and proper etiquette.
• Record, track, and follow up on service requests.
• Maintain shift coverage and ensure accurate handovers.

Responsibilities

• Handle service requests via the CAFM system and log them accurately.
• Answer calls with professional etiquette and resolve queries where possible.
• Record tasks, follow up, and monitor progress to closure.
• Monitor outstanding jobs daily and take corrective action as needed.
• Adhere to Engineering FM policy and company SOPs.
• Provide updates to the Manager/Director on day-to-day issues.
• Maintain safety and health practices at all times.
• Ensure clear handovers between shifts and departments.

Skills

CAFM Systems

Phone etiquette

Task handling

Shift coverage

Health and safety

English communication

Spreadsheets

Data handling

Prioritization

Team assistance

Education

Certificate/Diploma in Computer Skills

Tools

CAFM System HotSOS

Job description

Help Desk Operator - Atlantis the Royal
( 21622 )

A part of Kerzner International, a global leader in luxury hospitality,Atlantis The Royal is the most ultra-luxury experiential resort in the world.

Crafted by the world’s leading designers, architects, and artists, it is a destination where everything has been designed to challenge the boundaries of imagination. Located on the crescent of the Palm Island, it features 760 Rooms, Suites, and Signature Penthouses with panoramic sea and skyline views. Guests experience impeccable service, Michelin-starred and celebrity chef dining, immersive wellness, and unforgettable moments at every turn.

Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritized, and careers truly thrive.

The help desk is the centralized station in the Resort for registering building complaints, building service requests, safety hazards, etc., via the Engineering Department’s CAFM System. Coverage is required 24/7/365. The CAFM System (HotSOS) is an automated database that allows customers to submit building service requests either via email or telephone

About the Role

• Must be knowledgeable on CAFM Systems to ensure prompt processing of submitted request.


• Must answer the phone politely and with minimum three rings, use appropriate telephone etiquette.


• Carry out task handling, recording and follow up.


• Outstanding jobs should be monitored on a daily basis and appropriate action taken.


• Is to carry out Engineering FM Policy, and Company Policy and Procedure as laid down.


• Is to advise the Manager/VP/Director of day to day problems or Issues.


• To maintain the efficiency of all services and to take necessary corrective action where any results are below standards.


• Must perform shift coverage as requested to do so and maintain consistency and accurate handover between shifts.


• To be fully aware and carry out healthy and safe practices at all times.


• Is to carry out instructions as relayed to from departmental and company members within the Department Management Guidelines, SOPs and Policies

About You

• Certificate/Diploma in Computer Skills.


• Ability to assist engages and follows through methodically with complaints and tasks.


• Ability and willingness to help others.


• Computer Skills in regards to spreadsheets and data handling.


• Awareness of urgency and ability to determine priorities and elevate when necessary.


• Able to communicate well in the English Language, other languages a benefit

We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.

With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.