Help Desk Operator (24/7) - Atlantis The Royal

About the role

Atlantis The Royal, a luxury resort on the Palm Island in Dubai, is looking for a Help Desk Operator. The help desk is the central station for registering building complaints, service requests and safety hazards through the Engineering Department's CAFM system (HotSOS), which accepts requests by email or telephone. Coverage is required 24/7/365.

Key responsibilities

• Handle requests promptly using knowledge of CAFM systems, and answer the phone politely within three rings.
• Record, process and follow up on tasks, monitoring outstanding work daily and taking action.
• Carry out engineering FM policy and company policies and procedures, and advise the manager, VP or director on day-to-day issues.
• Maintain service efficiency and take corrective action where results fall below standards.
• Cover shifts as requested, with consistent and accurate handovers; follow departmental guidelines, SOPs and policies.
• Follow healthy and safe practices at all times.

Required profile

• Certificate or diploma in computer skills.
• Ability to handle complaints and tasks methodically and to help others.
• Good communication in English; other languages are a benefit.
• Awareness of urgency, ability to prioritize and escalate when necessary.

Required skills

• Knowledge of CAFM systems (HotSOS)
• Spreadsheets and data handling

What we offer

• Tax-free salary paid in UAE Dirhams (AED).
• Food and beverage privileges and discounted rates at Kerzner properties worldwide.
• Health insurance with dental coverage, life insurance and annual flights home.
• Incentive program and wellness and social initiatives.
• Training, career mobility and growth opportunities across the Kerzner portfolio.