IT Help Desk Agent (Saudi)

Miraval The Red Sea is a luxury wellness resort committed to delivering seamless and secure digital experiences for both guests and colleagues. We are looking for a detail-oriented and service-minded IT Help Desk Agent to support day-to-day technology operations and ensure timely resolution of IT-related issues.

About the Role:
As an IT Help Desk Agent, you will be the first line of support for all technology-related requests, providing prompt, professional, and courteous assistance to guests and staff. You will also play a vital role in maintaining the resort's IT infrastructure, upholding cybersecurity standards, and contributing to a safe and efficient digital environment.

Key Responsibilities:

Pre-Opening Duties:

• Maintain adherence to standard operating procedures (SOPs) and IT policies

• Assist with initial setup of IT infrastructure and systems

• Provide login credentials, set up user accounts, and support employee onboarding

• Handle guest technology-related inquiries and assist with system access or connectivity

Post-Opening Duties:

1. Incident Management

• Log, track, and escalate technical issues through a ticketing system

• Ensure timely resolution and follow-up on user-reported issues

2. Troubleshooting & Issue Resolution

• Diagnose and resolve hardware, software, and network-related problems for end users

• Provide on-site and remote support for both guest and colleague systems

3. System Maintenance

• Perform routine system checks, updates, patches, and backups

• Ensure business-related and user-relevant data is regularly and securely backed up

4. Hardware & Software Setup

• Configure new devices, install and update software, and ensure system compatibility

• Maintain and troubleshoot IT peripherals (printers, scanners, AV equipment, etc.)

5. Cybersecurity Awareness

• Educate users on IT security best practices

• Assist with password management and security alerts

6. Collaboration & Coordination

• Work closely with the IT team to implement solutions and improve IT service delivery

• Coordinate with external vendors when needed

7. Documentation & Reporting

• Maintain detailed records of incidents, actions taken, and system updates

• Provide periodic reports for continuous improvement and audit purposes

8. Safety & Compliance

• Ensure IT areas are clean, organized, and all equipment is well-maintained

• Report physical maintenance issues to Engineering as needed

• Enforce brand and hotel safety standards, including access control for non-IT staff

• Comply with the resort's fault reporting and escalation systems

• Diploma or degree in Information Technology or a related field

• 1-2 years of experience in a similar role within hospitality or a service-driven environment

• Strong knowledge of Microsoft operating systems, networking basics, and ticketing systems

• Excellent troubleshooting skills and a proactive, solution-oriented approach

• Good communication skills in both Arabic and English

• High attention to detail, confidentiality, and guest-first mindset

• Saudi National

Support Seamless Experiences with Purpose.
If you're passionate about technology and hospitality, and enjoy solving problems in a fast-paced, guest-centric environment, we'd love to welcome you to the Miraval team.