[rif. y77395824] IT - Support Specialist

An exciting opportunity has arisen for a Support Specialist Information Technology to join us at Jumeirah Capri Palace. This role will 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 and will egister all enquiries reported by users co-ordinating a rapid and appropriate response.

Key responsibilities:

1. Helpdesk Operation: Manages Incidents, Services 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.
2. 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 MS 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 2 lobby areas.
3. Service Level: Ensures service delivery and incident resolutions are met in accordance with service level agreements.
4. Administration: 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.
5. Other Duties: IT Store Control inclusive of 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 out of hour s emergency technical support. Any other duties as may reasonably be requested by the management including out of hours support at weekends and evenings.

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