Job Description: Jumeirah Jumeirah has embarked upon a new and exciting era. Jumeirah already owns and operates some of the world's most exceptional properties, but now is poised to open new hotels at an accelerated rate. The overriding strategy will be to own or operate properties of individualistic qualities, incredible luxury and iconic status in or around major cities and resort destinations. Through this exciting development plan, Jumeirah is to build a company and a brand that will be synonymous with the very best hotels, outstanding service and distinctive hallmarks. Our core essence is summarized in a simple statement. For guests, it promises experiences which are different from hotel to hotel. It recognizes that no two guests are the same and celebrates individuality. For colleagues, it emphasizes our unique style. A style in which the hotel personality and the character of individuals are encouraged to shine. The group's activities are however, not restricted to hotel and resort management. The Jumeirah portfolio also includes Wild Wadi, regarded as one of the premier water parks outside of North America and The Emirates Academy of Hospitality Management, the region's only third level academic institution specializing in the hospitality and tourism sectors. Position Overview Reporting to the Help Desk Manager, the IT Support Specialist provides first level user support for various IT systems by receiving problems reported by users and co-ordinating rapid and appropriate responses, including channelling requests for help to appropriate functions for resolution, monitoring progress and keeping users appraised of progress. Your responsibilities ... Working with the Information Technology team, you will be responsible for:
Following agreed procedures to receive user support requests in a pleasant and professional manner and maintaining accurate log entries of requests with fault details and contact information
Following agreed procedures to search documentation and previous requests for assistance on related topics to establish possible solutions to calls, and documenting any findings on the call log.
Adhering to escalation procedures and promptly allocating unresolved calls as appropriate, while maintaining the log and advising users of actions taken
Maintaining and reporting up to date and accurate inventory information on the organisation's IT assets.
Formulating statistics from the help desk system to provide management information on calls logged, closure of calls, third party maintenance, service level agreements, downtime and any other performance measure specific
Co-ordination the workflow to ensure service delivery and that deadlines are met in accordance with departmental objectives.You should have at least 3 years experience in a service orientated IT operation or helpdesk with strong knowledge of Microsoft Windows operating systems, office applications and PC hardware Qualifications & Experience
University Degree in computer sciences or in related field.
At least 1 year of experience directly related to the duties and responsibilities.
Exceptional verbal and written English communication skills
Knowledge of Arabic would be an advantage
Certification in Microsoft Certified Desktop Support Technician (MCDST) would be a distinct advantage. Skills and Abilities The successful candidate will demonstrate the following:
Friendly and customer focused
Ability to develop strong working relationships both with colleagues and the user community.
Troubleshooting Windows XP and windows based software
Ability to plan, co-ordinate and prioritise workload.
Highly developed telephone manner.
Communicates effectively and clearly both verbally and in writing.
Methodical approach to problem solving / diagnosis of faults using the appropriate tools
