Job Summary: 
The IT Helpdesk Agent is responsible for the day-to-day service delivery and operations of the IT Service Desk support function and for the delivery of consistent IT support services to the business. Provides the first level of support and logs all IT-related service requests and incidents for both Atlantis, The Palm and The Royal Atlantis. You will assist the hotel guests and employees with first level 24 x 7 IT support and will be responsible for incident management (logging, resolution, escalation) and monitoring calls logged. Along with actively promoting the IT Support function to clients and management within the company, you will make sure that all calls are entered into the Service Desk system and adhere to our standard operating procedures. You will also encourage users to register their requests and problems with the IT Service Desk. 
About you: 
Ideally, we’d like you to have a diploma in computer science or something similar with an understanding of IT processes and administrative tasks. strong familiarity with and hands-on practice with application support for a variety of hospitality systems. 
Additional desired abilities or credentials: 
Requirements for Education, Experience, and Skills. Recognize IT service delivery, IT process and administrative duties, and ITIL Framework. At least 1 years’ experience working in a role with exposure to related businesses and processes. Administrative Writing Skills, Microsoft Office Skills, Organization, Analyzing Information, Professionalism and Problem Solving. Ability to work under pressure and multi task. Qualifications/Certifications: Certification in ITIL v4 would be an added benefit. Diploma in Computer Science or related field would be an advantage. Any Microsoft Certification or equivariant.