IT Helpdesk Officer

Role overview

As IT Helpdesk Officer at Ikos Aria, you will provide responsive, discreet and guest-focused IT support to associates, guests and suppliers across the resort. You will help keep Opera PMS and all guest-facing systems stable and reliable, ensuring every touchpoint supports a seamless five-star guest journey.

Key responsibilities

• Act as the first point of contact for IT support requests through the ticketing system, prioritising, tracking and resolving hardware, software and printer issues within agreed SLAs.
• Give immediate attention to issues affecting guests or revenue, including check-in, POS, payments and room key systems.
• Support users with access rights, account administration and workstation setup, maintenance and troubleshooting.
• Manage and support telecoms and guest technology, including PBX, telephony, Wi-Fi/HSIA, in-room TVs and event AV, helping maintain strong performance and service continuity.
• Monitor, document and escalate incidents appropriately, providing clear reporting to the IT Manager.
• Maintain accurate knowledge base articles and support documentation to improve service consistency and team efficiency.
• Assist with user onboarding and offboarding, ensuring secure and smooth access management.
• Provide guidance and training to associates where needed, and liaise professionally with external suppliers and service partners.

Required qualifications and experience

• Bachelor’s degree, or equivalent, in Information Technology or a related field.
• At least 2 years’ experience in a helpdesk or similar support role.
• Hotel or resort IT experience is preferred.
• Working knowledge of Oracle Opera PMS is an advantage.
• Good working knowledge of Microsoft 365; basic understanding of Windows Server, Hyper-V and Azure.
• Strong English communication skills, both written and verbal.

Desired skills and competencies

• Guest-focused, discreet and professional at all times.
• Calm and effective under pressure, with strong problem-solving ability.
• Confident in reporting, documentation and incident follow-up.
• Trustworthy when handling confidential information.
• Collaborative team player with a flexible approach to rotating shifts, weekends and holidays.

Benefits and perks

• The opportunity to work in a prestigious beachfront resort environment.
• A supportive, people-centred culture with opportunities for development.
• The chance to contribute to the delivery of exceptional guest experiences.
• Exposure to a wide range of hospitality technologies in a dynamic resort setting.

Company culture and values

At Sani/Ikos Group, we believe in genuine hospitality, thoughtful service and meaningful experiences. Our culture is shaped by Philoxenia — welcoming others with generosity and care — and by a commitment to sustainability, teamwork and continuous growth. We value people who bring professionalism, warmth and integrity to every interaction.

Application process

If you are ready to bring your technical expertise and service mindset to a world-class resort environment, we would be pleased to hear from you. Please submit your application through the usual recruitment channels.