Senior EUC Specialist: Remote IT Support & SLA Owner

Chalhoub Group; Dubai; Hybrid; AED 150,000 - 210,000; Full time

Benefits offered by this job

Health care

Child education contribution

Remote and flexible working policies

Exclusive employee discounts

Job summary

Chalhoub Group in the UAE seeks a Senior Workplace Associate to 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 SLAs; own issues end-to-end; mentor teammates; manage stakeholders; collaborate across Service Operations; and

Qualifications

• 5+ years in Workplace desktop support.
• Strong break/fix expertise across Windows (incl. Windows 11), macOS, laptops, desktops and printers.
• Experience supporting mobile devices and remote connectivity tools (VPN, broadband, 5G).
• Proficient in Microsoft Office Suite troubleshooting (Teams, Outlook, Word, Excel).
• Active Directory user account administration and familiarity with Intune.

Responsibilities

• 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 elevate 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.

Skills

Workplace support

Windows 11

macOS

VPN

Active Directory

Intune

Office 365

Customer service

Tools

Intune

VPN

Job description

Chalhoub Group in the UAE seeks a Senior Workplace Associate to 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 SLAs; own issues end-to-end; mentor teammates; manage stakeholders; collaborate across Service Operations; and