Senior EUC Support Lead — Remote & Flexible

Showcify, Inc.; Dubai; On-site; AED 167,000 - 257,000; Full time

Benefits offered by this job

Health care

Child education contribution

Remote and flexible working policies

Employee discounts

Job summary

Chalhoub Group in Dubai is seeking a Senior Workplace Associate to lead incident and request resolution within the End User Computing team, ensuring customer interactions are handled efficiently and at first touch.

You will monitor queues, maintain SLAs, mentor teammates, coordinate with other Service Operations teams, and participate in on-call duties, while delivering high-quality support across Windows, macOS, mobile devices, and remote access.

Qualifications

• Minimum 5 years’ experience in Workplace desktop support.
• Strong break/fix expertise across 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.

Responsibilities

• Assist the EUC Team Manager by monitoring the call queue, prioritizing incidents, and reconciling user accounts.
• Maintain compliance with service and change deliverables, risk and security policies.
• Own the progress of calls from inception to resolution, keeping customers informed.
• Ensure all incidents and requests are handled according to EUC SLAs.
• Guarantee end-to-end ownership of issues to the satisfaction of customers.
• Mentor and coach Workplace associates 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 efficiency of the EUC team.
• Participate in on-call rota as required.

Skills

Desktop Support

Windows 11

macOS

Mobile Devices

Active Directory

Intune

VPN & Remote Access

Customer Service

Tools

Office 365

Job description

Chalhoub Group in Dubai is seeking a Senior Workplace Associate to lead incident and request resolution within the End User Computing team, ensuring customer interactions are handled efficiently and at first touch.

You will monitor queues, maintain SLAs, mentor teammates, coordinate with other Service Operations teams, and participate in on-call duties, while delivering high-quality support across Windows, macOS, mobile devices, and remote access.