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Agent, Information Technology Helpdesk

  • , United Arab Emirates
  • To define

Company description:

Agent, Information Technology Helpdesk 

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.

Job description:

About the role

The IT Helpdesk Agent is 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. Provides first level of support and logging of all IT related service requests and incidents for both Atlantis, The Palm and The Royal Atlantis. You will assist the hotel Guests and employees on first level 24 x 7 IT support, and will be responsible for Incident Management (logging, resolution, escalation) and monitoring calls logged. You will ensure all calls are registered in the Service Desk system and comply with our standard procedures, as well as actively promote the IT Support function to customers and management within the organization encouraging users to register their requests and issue with the IT Service Desk

About you

Ideally, we’d like you to have a Diploma in Computer Science, or similar, with an understanding of IT processes and administrative tasks. Strong knowledge and practical experience of application support across hospitality solutions.

Other desirable skills/qualifications:

Skills, Experience & Educational Requirements

  • Understand IT process and administrative tasks, IT service delivery and ITIL Framework
  • At least 1 years’ experience working in a role with exposure to related businesses and processes
  • Administrative Writing Skills, Microsoft Office Skills, Organization, Analyzing Information, Professionalism and Problem Solving
  • Ability to work under pressure and multi task


  • 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

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