IT Help Desk Agent – Luxury Resort

About the role

We are seeking a detail‑oriented IT Help Desk Agent to be the first line of technical support for guests and staff at our luxury wellness resort. You will handle day‑to‑day technology requests, ensure rapid issue resolution, and help maintain a secure digital environment.

Key responsibilities

• Provide first‑line support for hardware, software and network issues via on‑site and remote assistance.
• Log, track and escalate incidents using the ticketing system, ensuring timely follow‑up.
• Set up new devices, install and update software, and configure user accounts during onboarding.
• Perform routine system checks, apply patches, and manage backups to protect business data.
• Maintain IT peripherals such as printers, scanners and AV equipment.
• Educate users on cybersecurity best practices and assist with password management.
• Collaborate with the IT team and external vendors to improve service delivery.
• Document incidents, actions taken and produce periodic reports for audit and improvement.

Required profile

• Diploma or degree in Information Technology or related field.
• 1–2 years of help‑desk experience in hospitality or a service‑driven environment.
• Strong communication skills in Arabic and English.
• High attention to detail, confidentiality and a guest‑first mindset.
• Saudi national.

Required skills

• Microsoft Windows operating systems.
• Basic networking concepts.
• Ticketing system usage.
• Hardware and software troubleshooting.
• System maintenance – updates, patches, backups.
• Device configuration and peripheral support.
• Cybersecurity awareness.