IT Support Specialist - Zabeel House by Jumeirah the Greens

Job Description

About Jumeirah and the Hotel:At Jumeirah, we are committed to encouraging and developing our colleagues, in a world-class environment. We value diversity and equal opportunity, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, Africa and the Middle East. Our lifestyle brand, Zabeel House takes inspiration from our roots Dubai. Much like the city where it was created, we too like to push the boundaries to create innovative hotel stays. We are curators of what is good, and build experiences that people want to share. The Zabeel House has five key brand values.Limitless curiosity is our commitment to engage the guest in the local neighbourhood through sharing our knowledge of the area with guests to inspire them to explore. Inventiveness is our commitment to engage with guests with open minds, with ingenuity, with fresh creativity always thinking outside the box. Honesty reflects our commitment to always be genuine towards our guests; to have conversations, not interactions. Freedom relates to Zabeel House design and ambiance we created a brand that is high on design but low on complexity and our design-led spaces are crafted to allow our guests to have the freedom to be who they want to be and stay how they want to stay. Finally, Belonging reflects how we want our guests to feel - guests who want to live like a local even if just for a day.Our property, Zabeel House by Jumeirah, The Greens, offers its guests 210 rooms and suites, a co-work space with meeting rooms, a modern gym, rooftop pool and a number of happening restaurant outlets including a multi award winning vibrant Pan-Asian restaurant.Jumeirah is committed to embedding equality, diversity, and inclusion in all its practices, embracing a culture that celebrates diversity.About the Role:An opportunity has arisen for an IT Support Specialist to join Zabeel House by Jumeirah the Greens. The main purpose of the role is to provide first-level IT end-user support to Hotel Colleagues and Guests, as per the agreed Service Level Agreement, in order to ensure that end-user enquiries are addressed in a timely and efficient manner and systematically registered for future reference.The main duties and responsibilities of this role:

• To Check and rectify all the repairs, maintenance and construction works as directed which reflects on the standard of the Hotel.
• To ensure that all users are provided with the necessary support during their day-to-day activities.
• Provide day-to-day services to the end-users including the connexion of PCs and laptops on the hotel network, creation and resetting of passwords for all business applications, managing software deployments etc. to ensure  compliance with pre-defined IT standards and policies.
• Reply to the requests for assistance from end-users, either colleagues or guests, according to the tone of voice and policies and procedures of the Hotel, using both telephone and email, to ensure responsiveness and compliance with SLAs.
• Update all call requests and raise the respective tickets, so as to support the provision of an end-user oriented, efficient and cost-effective service to internal clients.
• Provide solutions to simple technical issues of hardware and software while escalating more complex issues to the group-wide IT Service Desk so as to facilitate their fast and accurate resolution.
• Contribute to the training of end-users on basic IT applications and fixes in order to ensure knowledge transfer and focus IT efforts on more complex issues. 
• To respond to guest and colleague queries in a friendly and efficient manner.
• To ensure the security of all hotel data in accordance with company standards.
• To maintains an updated IT knowledge to enable continuous improvement to the services offered to users.
• To create user accounts when required, allocate necessary access to users.
• To ensure that all requests to the IT Department is logged.
• To maintain client confidence and protects operations by keeping information confidential.

About You:The ideal candidate for this position will have the following experience and qualifications:Essential:

• College Degree / Diploma in Information Technology or equivalent from an accredited College.
• At least 2 years of experience in IT support services, preferably within the international hospitality industry or a recognized blue-chip organization.
• Good knowledge of Microsoft Software technologies and platforms as well as common and recurring issues.
• Good understanding of core hotel IT systems, installations and applications.
• End-user centric mind-set with a focus on high quality internal customer service.
• Ability to plan, co-ordinate and prioritize workload.  
• Good problem solving and follow up abilities

About the Benefits:This position offers a highly competitive salary and package which include; housing allowance, annual flight allowance, medical coverage, life and accident insurance, uniform, laundry services, meals during working hours, retail and leisure discounts, 50% discount off Jumeirah F&B Outlets and reduced hotel rates.

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