24/7 Hospitality Help Desk Specialist

Shiji Group; Almancil; On-site; EUR 24,000 - 36,000; Full time

Benefits offered by this job

Training to meet role requirements.

Friendly multicultural team.

Growth opportunities with Shiji.

Job summary

Shiji Group is seeking a customer-focused Help Desk Specialist to provide first-level functional support and log, categorize, and prioritize user requests. This shift-based role offers 24/7 coverage, including weekends and public holidays, with escalation to senior teams as needed.

You will work with tools like ZOHO Desk and JIRA, and communicate effectively across a multicultural team. Ideal candidates are fluent in English and German, have hospitality experience or schooling, and are

Qualifications

• Must be fluent in English and German.
• Preferred previous work experience in hospitality/hospitality school.
• Proficiency in Microsoft Word, Excel and Outlook.
• Ability to adapt quickly to new technologies, products, and procedures.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Respond to tickets from customers based on SLAs.
• Follow SLA guidelines for issue severity or priority.
• Update tickets with investigation and resolution details.
• Read and interpret changelogs, event logs and developer tools.

Skills

English fluency

German fluency

Customer service

Communication skills

Analytical skills

Education

Hospitality experience

Tools

Microsoft Word

Excel

Outlook

ZOHO Desk

JIRA

Job description

Shiji Group is seeking a customer-focused Help Desk Specialist to provide first-level functional support and log, categorize, and prioritize user requests. This shift-based role offers 24/7 coverage, including weekends and public holidays, with escalation to senior teams as needed.

You will work with tools like ZOHO Desk and JIRA, and communicate effectively across a multicultural team. Ideal candidates are fluent in English and German, have hospitality experience or schooling, and are