IT Help Desk Agent; Saudi

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.

• Pre-Opening Duties
  • Maintain adherence to standard operating procedures 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
  • Log, track, and elevate technical issues through a ticketing system.
  • Ensure timely resolution and follow-up on user-reported issues.
  • Diagnose and resolve hardware, software, and network-related problems for end users.
  • Provide on-site and remote support for both guest and colleague systems.
• System Maintenance
  • Perform routine system checks, updates, patches, and backups.
  • Ensure business-related and user-relevant data is regularly and securely backed up.
• Hardware & Software Setup
  • Configure new devices, install and update software, and ensure system compatibility.
  • Maintain and troubleshoot IT peripherals (printers, scanners, AV equipment, etc.).
• Cybersecurity Awareness
  • Educate users on IT security best practices.
  • Assist with password management and security alerts.
  • Work closely with the IT team to implement solutions and improve IT service delivery.
  • Coordinate with external vendors when needed.
• Documentation & Reporting
  • Maintain detailed records of incidents, actions taken, and system updates.
  • Provide periodic reports for continuous improvement and audit purposes.
• 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 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 a guest‑first mindset.

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.

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