Help Desk Operator

About the role

Atlantis The Royal, part of Kerzner International, is an ultra-luxury resort on the Palm Island in Dubai. Its 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 record and follow up on each task.
• Monitor outstanding jobs daily and take appropriate action.
• Answer the phone politely, answering within three rings and following telephone etiquette.
• Carry out the Engineering FM policy and company policies and procedures.
• Advise the Manager, VP or Director on day-to-day problems and issues.
• Maintain the efficiency of all services and take corrective action where results fall below standards.
• Perform shift coverage as requested, with consistent and accurate handovers between shifts.
• Follow departmental management guidelines, SOPs and policies, and always follow healthy and safe practices.

Required profile

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

Required skills

• Knowledge of CAFM systems such as HotSOS.
• Spreadsheets and data handling.

What we offer

• Competitive, 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 internal growth opportunities across the Kerzner portfolio.