Website Jumeirah Beach Hotel
Table of Contents
Job Position – IT Support Specialist
Company Name – Jumeirah Beach Hotel
Job Description
An opportunity has arisen for IT Support specialist to join the Information & Technology team at Jumeirah Beach Hotel.
The Purpose of this role is to provide first level user support for back-of-house users and hotel guests on various IT and AV systems and business applications within an agreed SLA. To register all enquiries reported by users and co-ordinate a rapid and appropriate response.
Your key responsibilities will include:
Helpdesk Operation:
Manages incidents, service requests through various communication channels providing support to back of house users and hotel guests, including hotel rooms as well as guest facing areas i.e., Hotel lobby, Beach areas, C&I (meeting rooms and ballroom) to meet the needs of the business.
Captures and maintains accurate case details for each process to enable greater shared knowledge and reporting.
Develops solutions and/or workarounds using problem solving techniques to restore service as quickly as possible.
Identifies and promptly allocates unresolved cases as appropriate to ensure progression, advises users of actions taken.
Operational Responsibility:
Adhering to IT standards, deploy PC’s and Laptop’s on the Jumeirah Network, proactively resolves any faults that may be observed during this process.
User management (creation, reset passwords) for all business applications following pre-defined standards.
Manage Software deployments. Provide support on various IT applications running on IPADs, IPODs devices, digital signage application used in the hotel, Micros application for all F&B outlets, Opera PMS application for front office, Wi-Fi setup in Hotel, Villas, beach, and C&I area.
Basic knowledge of the RMS technology to support in hotel rooms, Assistance to the AV team for all event(s) setups in all areas of C&I – 11 meeting rooms, Auditorium, ballroom and lobby areas.
Ensures service delivery and incident resolutions are met in accordance with service level agreements.
Prepare training guides and step by step documentation on various knowledge base articles and deployment procedures.
Delivers Helpdesk reports on case information to management. Maintain accurate records of IT Fulfilment requests are kept.
Other Duties:
IT Store Control includes physical verification of the spares and stocks in the IT stores as well as physical movement of same if need arises, IT equipment issuance.
Provides the business with out of hours emergency technical support. Any other duties may reasonably be requested by the management including out-of-hours support at weekends and evenings.
Report any operational problems, conflicts, incidents, or any irregularities to the IT Lead. Highlight any technical glitches promptly.
Deal with guest queries & complaints professionally, record any relevant details and notify IT lead.
Ensure familiarization and adherence to compliance with all relevant department policies, procedures, and guidelines.
Carry out any reasonable job request made by the management, outside normal duties, but within the scope of the job.
About You:
The ideal candidate for this position will have the following experience and qualifications:
At least 2 years’ experience working in relevant role with exposure to related businesses and technologies. Comprehensive knowledge of computer hardware / software concepts.
Previous exposure to Hospitality Industry / Good understanding of ITIL process framework.
Certification in Microsoft Certified Desktop Support Technician (MCDST)
Bachelor’s degree or equivalent with a specialization in IT / ITIL or CobIT Certification
Adaptability and appreciation of cultural diversity
Team Player with speed, accuracy, and attention to detail
Strong support service orientation
Ability to communicate to both technical and non-technical audiences.
Problem Solving
Active listening Proficient in English (Read/Write/Speak – Essential)
Knowledge of additional language (Desired)
Extensive knowledge of Microsoft Software technologies and platforms
Microsoft Certification or equivalent
About the Benefits:
We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package, flights home, life insurance, functional incentives and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.
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