IT Support Specialist - Zabeel House by Jumeirah the Greens - (220000DP)

Job Summary

An opportunity has arisen for an IT Support Specialist to join Zabeel House by Jumeirah the Greens. The main purpose of the role is to provide first-level IT end-user support to Hotel Colleagues and Guests, as per the agreed Service Level Agreement, in order to ensure that end-user enquiries are addressed in a timely and efficient manner and systematically registered for future reference.

The main duties and responsibilities of this role:

• To Check and rectify all the repairs, maintenance and construction works as directed which reflects on the standard of the Hotel.
• To ensure that all users are provided with the necessary support during their day-to-day activities.
• Provide day-to-day services to the end-users including the connexion of PC’s and laptop’s on the hotel network, creation and resetting of passwords for all business applications, managing software deployments etc. to ensure  compliance with pre-defined IT standards and policies.
• Reply to the requests for assistance from end-users, either colleagues or guests, according to the tone of voice and policies and procedures of the Hotel, using both telephone and email, to ensure responsiveness and compliance with SLAs.
• Update all call requests and raise the respective tickets, so as to support the provision of an end-user oriented, efficient and cost-effective service to internal clients.
• Provide solutions to simple technical issues of hardware and software while escalating more complex issues to the group-wide IT Service Desk so as to facilitate their fast and accurate resolution.
• Contribute to the training of end-users on basic IT applications and fixes in order to ensure knowledge transfer and focus IT efforts on more complex issues.
• To respond to guest and colleague queries in a friendly and efficient manner.
• To ensure the security of all hotel data in accordance with company standards.
• To maintains an updated IT knowledge to enable continuous improvement to the services offered to users.
• To create user accounts when required, allocate necessary access to users.
• To ensure that all requests to the IT Department is logged.
• To maintain client confidence and protects operations by keeping information confidential.

About You

The ideal candidate for this position will have the following experience and qualifications:
Essential:

• College Degree / Diploma in Information Technology or equivalent from an accredited College.
• At least 2 years of experience in IT support services, preferably within the international hospitality industry or a recognized blue-chip organization.
• Good knowledge of Microsoft Software technologies and platforms as well as common and recurring issues.
• Good understanding of core hotel IT systems, installations and applications.
• End-user centric mind-set with a focus on high quality internal customer service.
• Ability to plan, co-ordinate and prioritize workload.
• Good problem solving and follow up abilities.

About the Benefits
This position offers a highly competitive salary and package which include; housing allowance, annual flight allowance, medical coverage, life and accident insurance, uniform, laundry services, meals during working hours, retail and leisure discounts, 50% discount off Jumeirah F&B Outlets and reduced hotel rates.