Job Opportunity in UAE with Chalhoub Group: End-User Computing Associate

Chalhoub Group is offering a full-time job opportunity as a Senior End-User Computing (EUC) Associate to join the team in Dubai, United Arab Emirates for 2021. As the Senior EUC Engineer, you will lead the resolution of incidents and requests into the EUC team, ensuring that all customer interactions are dealt with at the first touch and are right the first time.

1. Assisting the EUC Team Lead with monitoring the call queue, prioritising & keeping VIP users updated, reconciling user accounts, etc.
2. Maintain compliance with the agreed service & change deliverables as well as risk & security policies and procedures.
3. To own the progress of the call from inception to resolution and keep customers informed of the progress of their reported incident and requests.
4. Ensure that incidents and requests are handled according to our EUC Services SLA’s.
5. Guarantee that the end to end ownership of issues is managed to the satisfaction of the customer.
6. Mentoring other EUC Engineers in the team, acting as an internal escalation point and coach to junior members of the team.
7. Manage your Stakeholders to ensure the provision of first class customer support.
8. Maintain a close working relationship with other team members within Service Operations resolver teams.
9. Prioritise & escalate problems based on the business impact and reported problems.
10. Regularly report the current status of the EUC operation.
11. Identity and pursue new ways to improve the efficiency and performance of the EUC team.
12. Work on call as part of a rota when required.

1. You’re a passionate Senior EUC Engineer, whose main goal is to deliver a premier service to the wider business. Customer service is paramount to its success and you strive to maintain a high bar.
2. Proficient with Service Now, Windows, Office 365, Outlook and AD to receive, log and resolve calls made to internal IT Service Desk.
3. Experience in creating and maintaining Process Documentation
4. Apple Device support skills including Mac’s, iPhone’s, iPad’s and Mac Infrastructure
5. An appreciation of the wider technologies provided and supported by other teams within the company.
6. Proven experience performing 1st/2nd line support within a Service Desk Environment.
7. Knowledge of ITIL Foundation.
8. Exceptional written and verbal skills.
9. A structured and efficient method to working.
10. Ability to communicate to all levels of the business when discussing issues & functions of the EUC Team.

Benefits:

1. The opportunity to support careers that may span different teams, different job roles, different categories and even different countries. 
2. Diverse career paths for those who show drive and passion as well as the desire to learn and grow.
3. A competitive benefits package which includes health care, life insurance, child education contribution, remote and flexible working as well as exclusive employee discounts.

About Chalhoub Group:

Chalhoub Group is the leading partner for luxury across the Middle East and an expert in retail, distribution and communication. With a growing workforce of more than 12,000 people, and a network of over 650 retail stores, the Group's success is attributed to its highly skilled and dedicated teams.

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