IT Help Desk Agent

Overview

Miraval The Red Sea is a premium wellness resort focused on creating smooth, secure digital experiences for guests and team members. The resort is hiring a service-oriented and detail-focused IT Help Desk Agent to keep daily technology operations running efficiently and to resolve IT concerns in a timely manner.

Role Summary

In this position, you will act as the first point of contact for technology-related requests, offering quick, polite, and professional support to both guests and colleagues. You will also support the resort’s IT environment, help maintain cybersecurity standards, and contribute to a reliable and safe digital setup.

Pre-Opening Responsibilities

• Follow standard operating procedures and IT policies consistently.
• Support the initial deployment of IT systems and infrastructure.
• Issue login details, create user accounts, and assist with employee onboarding.
• Respond to guest questions related to technology and help with access or connectivity needs.

Post-Opening Responsibilities

• Record, monitor, and route technical incidents through the ticketing process.
• Ensure user issues are resolved promptly and followed through to closure.
• Identify and fix problems involving hardware, software, and network connectivity for end users.
• Deliver both desk-side and remote support for guest and colleague systems.
• Carry out regular system inspections, updates, patches, and backup tasks.
• Make sure business and user data is backed up safely and on schedule.
• Set up new equipment, install and refresh software, and confirm compatibility across systems.
• Maintain and repair peripherals such as printers, scanners, and AV equipment.
• Explain IT security practices to users and encourage safe behavior.
• Support password handling and respond to security-related alerts.
• Work with internal IT colleagues to implement fixes and enhance service quality.
• Liaise with outside vendors when specialist assistance is required.
• Keep accurate documentation of incidents, corrective actions, and system changes.
• Prepare periodic reports for improvement efforts and audit needs.
• Ensure IT spaces remain tidy, secure, and properly maintained.
• Escalate physical maintenance concerns to Engineering when necessary.
• Apply brand and hotel safety rules, including controlling access for non-IT personnel.
• Comply with the resort’s fault reporting and escalation procedures.

Qualifications

• A diploma or degree in Information Technology or a closely related discipline.
• 1 to 2 years of experience in a comparable role, preferably in hospitality or another service-focused setting.
• Working knowledge of Microsoft operating systems, basic networking, and ticketing platforms.
• Strong diagnostic ability with a proactive and solution-driven mindset.
• Effective communication skills in both Arabic and English.
• Meticulous attention to detail, respect for confidentiality, and a guest-first attitude.
• Saudi Nationality required.

Additional Information

This is a full-time role based in Saudi Arabia. The position is intended for a Saudi National. Candidates should be comfortable working in a fast-paced, guest-centric hospitality environment where technology support directly contributes to seamless experiences.

Closing Note

If you enjoy combining technology with hospitality and find satisfaction in solving problems while supporting excellent guest experiences, this opportunity at Miraval The Red Sea may be a strong fit.