Help Desk Operator - Atlantis the Royal
Role Overview
The resort help desk registers 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 24/7/365.
Key Skills for This Role
Full Job Posting
About the role
The resort help desk registers 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 24/7/365.
Responsibilities
- Process submitted requests promptly using the CAFM system.
- Answer calls politely, using telephone etiquette and answering within three rings.
- Handle, record, and follow up on tasks; monitor outstanding jobs daily and act as needed.
- Follow Engineering FM policy and company policies and procedures.
- Advise the Manager, VP, or Director about daily problems and issues.
- Maintain service efficiency and take corrective action when results fall below standards.
- Cover assigned shifts and ensure consistent, accurate handovers.
- Follow health and safety practices and instructions under departmental and company guidelines.
About you
- Certificate or diploma in computer skills.
- Able to assist with complaints and tasks and follow them through methodically.
- Willing and able to help others.
- Computer skills, including spreadsheets and data handling.
- Able to recognize urgency, prioritize, and escalate when necessary.
- Able to communicate well in English; other languages are beneficial.
Compensation and benefits
- Competitive tax-free salary paid in UAE dirhams; no pay cadence is specified.
- Benefits include food and beverage privileges, discounted rates at Kerzner properties, health and dental insurance, annual flights home, life insurance, an incentive program, and colleague wellness and social initiatives.
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