Help Desk Operator – Atlantis the Royal

Atlantis The Royal is seeking a Help Desk Operator to support the resort’s Engineering help desk. The help desk is the central point for recording building complaints, maintenance requests and safety hazards through the Computer-Aided Facilities Management system. The operator receives requests by telephone or email, records the details, follows progress and helps ensure that outstanding jobs are monitored and directed to the appropriate team.

The service operates around the clock throughout the year, so the role requires flexibility with shifts and careful handovers between colleagues. The operator must recognise urgent matters, determine priorities and escalate issues when required, while maintaining a polite and helpful approach with callers and internal teams.

Key Responsibilities

• Register building complaints, maintenance requests and safety hazards in the CAFM system.
• Use HotSOS or relevant CAFM tools to process submitted requests promptly.
• Answer telephone calls courteously and follow professional telephone etiquette.
• Record, track and follow up tasks until appropriate action is taken.
• Monitor outstanding jobs daily and escalate delays or recurring issues.
• Maintain accurate data and shift handovers so service requests remain traceable.
• Follow Engineering facilities-management policies, company procedures and health-and-safety practices.

Requirements and Qualifications

• Certificate or Diploma in computer skills.
• Ability to use spreadsheets and handle data accurately.
• Good spoken English; additional languages are beneficial.
• Willingness to help others, follow through on tasks and determine priorities.

Skills and Competencies

• Computer literacy and accurate data entry.
• Knowledge of CAFM systems or willingness to learn them.
• Telephone etiquette and clear written communication.
• Prioritisation, follow-up and reliable shift handovers.

Employment Details

This position is based in Dubai, UAE. The advertised package includes a tax-free salary paid in UAE Dirhams, food and beverage privileges, discounted rates at Kerzner properties, comprehensive health insurance with dental cover, annual flights home, life insurance, an incentive programme, and colleague wellness and social initiatives. Training and internal career-development opportunities are also available.