It Support Specialist
Dubai, United Arab Emirates
Job Description
Description
IT Support Specialist - Jumeirah Beach Hotel
United Arab Emirates
JOB DESCRIPTION
About Jumeirah & The Hotel:
Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different\xe2\x84\xa2 brand promise.
Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated dining destinations and surprising architecture and design at the heart of every guest experience.
Today, Jumeirah operates a world-class portfolio of 23 properties across the Middle East, Europe and Asia and employs over 8,000 colleagues, representing over 106 nationalities.
As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments.
Jumeirah is committed to embedding equality, diversity, and inclusion in all its practices, embracing a culture that celebrates diversity.
Jumeirah Beach Hotel, Dubai\'s premier lifestyle destination, is located on Jumeirah Beach Road just 15 km from the city centre and 25 km from Dubai International Airport. The 26-floor hotel has a curved design which represents the shape of a breaking wave and offers pristine private beaches with undisturbed views of the Arabian Gulf.
With 599 sea-facing rooms and suites and 19 private villas, as well as 21 restaurants and bars, extensive conference and banqueting facilities, a private marina, Sinbad\'s Kids Club, Talise\xe2\x84\xa2 Spa, and direct complimentary access to Wild Wadi Waterpark\xe2\x84\xa2 for all guests, the hotel continues to redefine the holiday experience.
About the Role:
An opportunity has arisen for IT Support specialist to join the Information & Technology team at Jumeirah Beach Hotel.
The Purpose of this role is to provide first level user support for back-of-house users and hotel guests on various IT and AV systems and business applications within an agreed SLA. To register all enquiries reported by users and co-ordinate a rapid and appropriate response.
Your key responsibilities will include:
Helpdesk Operation:
Manages incidents, service requests through various communication channels providing support to back of house users and hotel guests, including hotel rooms as well as guest facing areas i.e., Hotel lobby, Beach areas, C&I (meeting rooms and ballroom) to meet the needs of the business.
Captures and maintains accurate case details for each process to enable greater shared knowledge and reporting.
Develops solutions and/or workarounds using problem solving techniques to restore service as quickly as possible.
Identifies and promptly allocates unresolved cases as appropriate to ensure progression, advises users of actions taken.
Operational Responsibility:
Adhering to IT standards, deploy PC\'s and Laptop\'s on the Jumeirah Network, proactively resolves any faults that may be observed during this process.
User management (creation, reset passwords) for all business applications following pre-defined standards.
Manage Software deployments. Provide support on various IT applications running on IPADs, IPODs devices, digital signage application used in the hotel, Micros application for all F&B outlets, Opera PMS application for front office, Wi-Fi setup in Hotel, Villas, beach, and C&I area.
Basic knowledge of the RMS technology to support in hotel rooms, Assistance to the AV team for all event(s) setups in all areas of C&I - 11 meeting rooms, Auditorium, ballroom and lobby areas.
Ensures service delivery and incident resolutions are met in accordance with service level agreements.
Prepare training guides and step by step documentation on various knowledge base articles and deployment procedures.
Delivers Helpdesk reports on case information to management. Maintain accurate records of IT Fulfilment requests are kept.
Other Duties:
IT Store Control includes physical verification of the spares and stocks in the IT stores as well as physical movement of same if need arises, IT equipment issuance.
Provides the business with out of hours emergency technical support. Any other duties may reasonably be requested by the management including out-of-hours support at weekends and evenings.
Report any operational problems, conflicts, incidents, or any irregularities to the IT Lead. Highlight any technical glitches promptly.
Deal with guest queries & complaints professionally, record any relevant details and notify IT lead.
Ensure familiarization and adherence to compliance with all relevant department policies, procedures, and guidelines.
Carry out any reasonable job request made by the management, outside normal duties, but within the scope of the job.
About You:
The ideal candidate for this position will have the following experience and qualifications:
At least 2 years\' experience working in relevant role with exposure to related businesses and technologies. Comprehensive knowledge of computer hardware / software concepts.
Previous exposure to Hospitality Industry / Good understanding of ITIL process framework.
Certification in Microsoft Certified Desktop Support Technician (MCDST)
Bachelor\'s degree or equivalent with a specialization in IT / ITIL or CobIT Certification
Adaptability and appreciation of cultural diversity
Team Player with speed, accuracy, and attention to detail
Strong support service orientation
Ability to communicate to both technical and non-technical audiences.
Problem Solving
Active listening Proficient in English (Read/Write/Speak - Essential)
Knowledge of additional language (Desired)
Extensive knowledge of Microsoft Software technologies and platforms
Microsoft Certification or equivalent
About the Benefits:
We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package, flights home, life insurance, functional incentives and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.
APPLY NOW
JOB INFO
Job Identification 887
Apply Before 03/31/2023, 04:36 PM
Degree Level Bachelor\'s Degree
Job Schedule Full time
Locations Umm Suquim 3, Dubai, AE
IT Support Specialist - Jumeirah Beach Hotel
United Arab Emirates
JOB DESCRIPTION
About Jumeirah & The Hotel:
Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different\xe2\x84\xa2 brand promise.
Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated dining destinations and surprising architecture and design at the heart of every guest experience.
Today, Jumeirah operates a world-class portfolio of 23 properties across the Middle East, Europe and Asia and employs over 8,000 colleagues, representing over 106 nationalities.
As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments.
Jumeirah is committed to embedding equality, diversity, and inclusion in all its practices, embracing a culture that celebrates diversity.
Jumeirah Beach Hotel, Dubai\'s premier lifestyle destination, is located on Jumeirah Beach Road just 15 km from the city centre and 25 km from Dubai International Airport. The 26-floor hotel has a curved design which represents the shape of a breaking wave and offers pristine private beaches with undisturbed views of the Arabian Gulf.
With 599 sea-facing rooms and suites and 19 private villas, as well as 21 restaurants and bars, extensive conference and banqueting facilities, a private marina, Sinbad\'s Kids Club, Talise\xe2\x84\xa2 Spa, and direct complimentary access to Wild Wadi Waterpark\xe2\x84\xa2 for all guests, the hotel continues to redefine the holiday experience.
About the Role:
An opportunity has arisen for IT Support specialist to join the Information & Technology team at Jumeirah Beach Hotel.
The Purpose of this role is to provide first level user support for back-of-house users and hotel guests on various IT and AV systems and business applications within an agreed SLA. To register all enquiries reported by users and co-ordinate a rapid and appropriate response.
Your key responsibilities will include:
Helpdesk Operation:
Manages incidents, service requests through various communication channels providing support to back of house users and hotel guests, including hotel rooms as well as guest facing areas i.e., Hotel lobby, Beach areas, C&I (meeting rooms and ballroom) to meet the needs of the business.
Captures and maintains accurate case details for each process to enable greater shared knowledge and reporting.
Develops solutions and/or workarounds using problem solving techniques to restore service as quickly as possible.
Identifies and promptly allocates unresolved cases as appropriate to ensure progression, advises users of actions taken.
Operational Responsibility:
Adhering to IT standards, deploy PC\'s and Laptop\'s on the Jumeirah Network, proactively resolves any faults that may be observed during this process.
User management (creation, reset passwords) for all business applications following pre-defined standards.
Manage Software deployments. Provide support on various IT applications running on IPADs, IPODs devices, digital signage application used in the hotel, Micros application for all F&B outlets, Opera PMS application for front office, Wi-Fi setup in Hotel, Villas, beach, and C&I area.
Basic knowledge of the RMS technology to support in hotel rooms, Assistance to the AV team for all event(s) setups in all areas of C&I - 11 meeting rooms, Auditorium, ballroom and lobby areas.
Ensures service delivery and incident resolutions are met in accordance with service level agreements.
Prepare training guides and step by step documentation on various knowledge base articles and deployment procedures.
Delivers Helpdesk reports on case information to management. Maintain accurate records of IT Fulfilment requests are kept.
Other Duties:
IT Store Control includes physical verification of the spares and stocks in the IT stores as well as physical movement of same if need arises, IT equipment issuance.
Provides the business with out of hours emergency technical support. Any other duties may reasonably be requested by the management including out-of-hours support at weekends and evenings.
Report any operational problems, conflicts, incidents, or any irregularities to the IT Lead. Highlight any technical glitches promptly.
Deal with guest queries & complaints professionally, record any relevant details and notify IT lead.
Ensure familiarization and adherence to compliance with all relevant department policies, procedures, and guidelines.
Carry out any reasonable job request made by the management, outside normal duties, but within the scope of the job.
About You:
The ideal candidate for this position will have the following experience and qualifications:
At least 2 years\' experience working in relevant role with exposure to related businesses and technologies. Comprehensive knowledge of computer hardware / software concepts.
Previous exposure to Hospitality Industry / Good understanding of ITIL process framework.
Certification in Microsoft Certified Desktop Support Technician (MCDST)
Bachelor\'s degree or equivalent with a specialization in IT / ITIL or CobIT Certification
Adaptability and appreciation of cultural diversity
Team Player with speed, accuracy, and attention to detail
Strong support service orientation
Ability to communicate to both technical and non-technical audiences.
Problem Solving
Active listening Proficient in English (Read/Write/Speak - Essential)
Knowledge of additional language (Desired)
Extensive knowledge of Microsoft Software technologies and platforms
Microsoft Certification or equivalent
About the Benefits:
We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package, flights home, life insurance, functional incentives and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.
APPLY NOW
JOB INFO
Job Identification 887
Apply Before 03/31/2023, 04:36 PM
Degree Level Bachelor\'s Degree
Job Schedule Full time
Locations Umm Suquim 3, Dubai, AE
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Job Detail
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Job IdJD1522301
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned