Role overview

As an IT Helpdesk, you will provide responsive, discreet and high-quality IT support to associates, guests and suppliers across the resort. You will help keep Opera PMS and all guest-facing systems stable and secure, ensuring every guest journey is supported to five-star standards.

Main responsibilities

- Act as the first point of contact for IT requests by phone, email and in person, logging, prioritising and resolving hardware, software and printer issues within agreed SLAs.
- Give priority to incidents affecting guests or revenue, including check-in, POS, payments and room key systems.
- Support Opera PMS users, access rights and workstations, and monitor Opera, night audit and key interfaces such as POS, door locks, PBX, HSIA, payment gateways, spa and Sales & Catering.
- Coordinate with Oracle and other vendors, and follow downtime and recovery procedures when required.
- Administer and maintain Windows Server, Hyper-V, Active Directory, Microsoft 365 and Azure environments.
- Monitor system health, apply patches and maintain accurate asset records.
- Manage daily backups, verify backup jobs, perform restore tests and support disaster recovery plans.
- Support telecom and guest technology services including PBX, telephones, Wi-Fi/HSIA, in-room TVs and event AV.
- Carry out regular audit and control checks on access, logs, patches and backups, supporting PCI-DSS and data privacy compliance.
- Maintain clear incident reports, SOPs, knowledge base articles and shift handover notes.
- Support user onboarding and offboarding, provide guidance to associates and liaise effectively with suppliers.

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 IT support role; experience in a hotel or resort environment is preferred.
- Working knowledge of Oracle Opera PMS.
- Practical knowledge of Microsoft 365, Windows Server, Hyper-V and Azure.
- Experience with backup processes, ideally including Veeam.
- Excellent verbal and written English communication skills.
- Strong problem-solving, reporting and documentation skills.

Desired skills and competencies

- Guest-focused, discreet and calm under pressure.
- Trusted to handle confidential information with care and professionalism.
- Strong team player with a versátil, service-oriented mindset.
- Comfortable working rotating shifts, weekends and holidays.
- Able to balance speed, accuracy and attention to detail in a fast-paced environment.

Benefits and perks

- The opportunity to work within a leading hospitality group known for award-winning beachfront resorts.
- A supportive environment that values development, collaboration and professional growth.
- Exposure to a broad hospitality technology landscape in a premium resort setting.
- The chance to contribute directly to exceptional guest experiences.

Company culture and values

At Sani/Ikos Group, genuine hospitality, thoughtful service and a deep sense of place shape everything we do. Guided by Philoxenia, we welcome others with generosity and care, creating moments that feel personal, warm and memorable. We are proud of our commitment to sustainable tourism, continuous development and a workplace where people feel valued and empowered to grow.

📌 IT Helpdesk (Palma)
🏢 Sani/Ikos Group
📍 Palma