Senior Associate - Workplace Tech

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040. What you'll be doing As our Senior Workplace Associate, you will lead the resolution of incidents and requests within the End User Computing (EUC) team, ensuring all customer interactions are handled efficiently, accurately, and at the first touch. - Assist the EUC Team Manager by monitoring the call queue, prioritizing incidents, and reconciling user accounts. - Maintain compliance with agreed service and change deliverables, along with risk and security policies and procedures. - Own the progress of calls from inception to resolution, keeping customers informed throughout. - Ensure all incidents and requests are handled according to EUC Service Level Agreements (SLAs). - Guarantee end-to-end ownership of issues to the satisfaction of customers. - Mentor and coach Workplace associate and act as an internal escalation point. - Manage stakeholders to provide first-class customer support. - Maintain close working relationships with other teams within Service Operations. - Prioritize and escalate problems based on business impact and severity. - Regularly report on the current status and performance of EUC operations. - Identify and implement new methods to improve the efficiency and effectiveness of the EUC team. - Participate in on-call rota as required. What you’ll need to succeed - Minimum 5 years’ experience in Workplace desktop support - Strong break/fix expertise across Windows. (including Windows 11), macOS, laptops, desktops, and printers. - Experience supporting mobile devices (iPhone, iPad) and remote connectivity tools (VPN, broadband, 5G). - Proficient in Microsoft Office Suite troubleshooting (Teams, Outlook, Word, Excel). - Active Directory user account administration. - Familiarity with Microsoft Intune and conferencing technologies. - Experience with asset inventory and procurement processes. - Excellent verbal and written communication skills, with a customer-focused approach. - Ability to multitask and work in a flexible, project-based environment. What we can offer you With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day. We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts. Using GenAI in Your Application Process To support a fair and consistent experience for all candidates, we ask that assessments and interviews are completed independently and without assistance from generative AI tools. This ensures we understand your strengths, your thinking, and how you approach real situations. We Invite All Applicants to Apply It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity. We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.