Help Desk Operator - Atlantis The Royal

Atlantis Resorts; Dubai; On-site; AED 50,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Annual flights home

Exclusive discounted rates at Kerzner/

Job summary

Atlantis Resorts in Dubai is seeking a proactive Help Desk / Facilities Coordinator to support the Engineering Department's CAFM System (HotSOS) and process building service requests 24/7/365. You will answer calls, log incidents, and ensure timely follow-up while upholding safety, policy, and service standards.

Ideal candidates hold a Certificate/Diploma in Computer Skills, possess strong English communication, and can prioritize urgent tasks, coordinate across shifts, and deliver courteous,

Qualifications

• Familiarity with CAFM systems to process requests promptly.
• Ability to answer calls politely and follow call etiquette.
• Record and follow up on tasks and requests.
• Maintain shift handover and accuracy across teams.

Responsibilities

• Answer and log building service requests and safety hazards.
• Coordinate with Engineering FM team to ensure service levels.
• Monitor high-priority issues and escalate when needed.
• Follow CAFM System procedures and company policies.

Skills

CAFM systems knowledge

Phone etiquette

Data handling

English communication

Education

Certificate/Diploma in Computer Skills

Tools

HotSOS

Job description

Job Description:

( 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.