IT Help Desk Agent – Guest & Staff Support

About the role

We are seeking a detail‑oriented IT Help Desk Agent to be the first point of contact for technology‑related requests from guests and staff at our luxury wellness resort. You will ensure prompt, professional support while helping maintain a secure and efficient digital environment.

Key responsibilities

• Maintain SOPs and IT policies; assist with initial IT infrastructure setup and employee onboarding.
• Provide login credentials, set up user accounts, and support guest technology inquiries.
• Log, track, and escalate incidents via ticketing system; ensure timely resolution and follow‑up.
• Diagnose and resolve hardware, software, and network issues for end users, both on‑site and remotely.
• Perform routine system checks, updates, patches, and secure backups.
• Configure new devices, install software, and maintain 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.
• Ensure IT areas are clean, organized, and compliant with safety and brand standards.

Required profile

• Diploma or degree in Information Technology or related field.
• 1–2 years of experience in a similar IT support role, preferably in hospitality or a service‑driven environment.
• Strong knowledge of Microsoft operating systems, basic networking, and ticketing systems.
• Excellent troubleshooting abilities and a proactive, solution‑oriented mindset.
• Good communication skills in Arabic and English.
• High attention to detail, confidentiality, and a guest‑first attitude.
• Saudi national.

Required skills

• Microsoft Windows operating systems
• Basic networking concepts
• Ticketing system usage
• Hardware and software troubleshooting
• System updates, patches, and backups
• Peripheral device configuration (printers, scanners, AV equipment)