Help Desk Operator - Atlantis the Royal
Role Overview
The resort help desk is the centralized station for registering building complaints, service requests, and safety hazards through the Engineering Department’s CAFM system.
The CAFM system, HotSOS, lets customers submit building service requests by email or telephone.
Help desk coverage is required 24 hours a day, 365 days a year.
Key Skills for This Role
Full Job Posting
About Atlantis The Royal
Atlantis The Royal is a luxury resort in Dubai and part of Kerzner International.
The resort has 760 rooms, suites, and signature penthouses, and offers dining, wellness, and guest experiences.
About the Role
The resort help desk is the centralized station for registering building complaints, service requests, and safety hazards through the Engineering Department’s CAFM system.
The CAFM system, HotSOS, lets customers submit building service requests by email or telephone.
Help desk coverage is required 24 hours a day, 365 days a year.
Responsibilities
- Process requests using CAFM systems and answer calls politely, using appropriate telephone etiquette and answering within three rings.
- Handle, record, follow up, and monitor outstanding jobs daily, taking appropriate action.
- Follow Engineering FM and company policies; advise management of day-to-day issues and correct service shortfalls.
- Provide shift coverage and accurate handovers; follow health and safety practices, departmental instructions, SOPs, and policies.
About You
- Certificate or diploma in computer skills.
- Computer skills for spreadsheets and data handling.
- Ability to handle complaints and tasks methodically, help others, prioritize urgent issues, and escalate when needed.
- Good English communication is required; other languages are beneficial.
Compensation and Benefits
- The employer describes the salary as competitive and tax-free, paid in UAE Dirhams; no pay cadence is stated.
- Benefits include food and beverage privileges, discounted rates at Kerzner properties, health insurance with dental coverage, annual flights home, life insurance, and an incentive program.
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