Senior Associate - Workplace Technology

Job description / Role

INSPIRE | EXHILARATE | DELIGHT

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work®.

To keep the innovation journey going, the Group has set up "The Greenhouse", which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.

What You'll Be Doing

This role is ideal for a passionate Senior Workplace Technology Engineer, focused on delivering premier service to the wider business. Customer service is paramount to its success, and you strive to maintain a high standard.

As our Workplace Technology Senior Associate , you will lead the resolution of incidents and requests for the Workplace Technology team, ensuring all customer interactions are handled efficiently and correctly the first time.

- Assisting the Workplace Technology Team Lead with monitoring the work queue, prioritizing tasks, keeping users updated, and reconciling user accounts.
- Providing support to the Executive Leadership Team (ELT).
- Creating and maintaining a knowledge base, Standard Operating Procedures (SOPs), and documentation in collaboration with teams.
- Manning the Tech Hubs.
- Providing on-the-ground and remote support for all inflight projects.
- Supporting warehouses, retail stores, and corporate offices.
- Applying a continuous improvement approach to create efficiencies and better ways of working.
- Maintaining compliance with service & change deliverables and risk & security policies and procedures.
- Owning the progress of calls from inception to resolution, keeping customers informed of progress.
- Ensuring incidents and requests are handled according to Workplace Technology Services SLAs.
- Guaranteeing end-to-end ownership of issues to the satisfaction of the customer.
- Mentoring other Workplace Technology Engineers, acting as an internal escalation point and coach to junior team members.
- Managing stakeholders to ensure the provision of first-class user support.
- Maintaining a close working relationship with other operational support teams within Service Operations.
- Prioritizing and escalating problems based on business impact and reported issues.
- Regularly reporting the current status of Workplace Technology Services and support.
- Identifying and pursuing new ways to improve the efficiency and performance of the Workplace Technology team.
- Working on-call as part of a rota when required.

- Proficient with FreshService, Windows, Office 365, Outlook, and Active Directory (AD) for receiving, logging, and resolving calls made to the internal IT Service Desk.
- Experience in reporting and building dashboards.
- Skilled in AV/VC, events management, and town halls.
- Experienced in creating and maintaining process documentation.
- Expertise in supporting Apple devices, including Macs, iPhones, iPads, and Mac infrastructure.
- Knowledge of IT Asset Management (ITAM).
- Proven experience in performing 1st/2nd line support within a Service Desk environment.
- Supporting end-users, Windows, and Mac OS, iPhones, and Mobile Device Management (MDM).
- Hardware and printer support, application support, and providing break-fix solutions.
- Building and deploying laptops, with boots-on-the-ground support.
- Customer-centric approach with exceptional written and verbal communication skills.
- Structured and efficient work methods.
- Ability to communicate with all levels of the business regarding issues and functions of the Workplace Technology Team.
- Knowledge of ITIL Foundation.

About the Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.