IT Help Desk Agent (Saudi) Full Time

Summary

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:

• Incident Management
• Log, track, and escalate technical issues through a ticketing system
• Ensure timely resolution and follow-up on user-reported issues
• 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
• 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
• Collaboration & Coordination
• 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 hotel safety standards, including access control for non-IT staff
• Comply with the resort’s fault reporting and escalation systems

Qualifications

• 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.