For over seven decades, the company has been a partner and creator of luxury experiences in the Middle East. The Group excels as a hybrid luxury retailer with a portfolio of over 10 owned brands and partnerships with over 400 international names across luxury sectors such as fashion, beauty, jewelry, watches, eyewear, and art de vivre.
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The Workplace Associate plays a crucial role in ensuring employees experience reliable, secure, and efficient technology services across the company's workplace technology ecosystem. This position involves managing incidents and requests within the End User Computing (EUC) team, providing escalation support, and overseeing vendor performance for various IT services.
Key Responsibilities:
- Incident & Request Management: Lead the resolution of EUC incidents and requests, ensuring first-touch resolution and adherence to SLAs. Monitor call queues and prioritize incidents.
- Infrastructure & Technology Support: Setup and support of retail shops, troubleshoot POS systems, and maintain workplace hardware and workstations.
- Vendor & Partner Management: Ensure compliance with vendor KPIs and SLAs, and manage vendor resources for operational projects.
- Operations & Reporting: Maintain compliance with risk and security policies; provide regular reporting on EUC operations.
- Continuous Improvement & Leadership: Identify methods to improve EUC team efficiency and mentor Workplace Associates.
- Customer Experience: Serve as a regional point of contact for escalations, ensuring timely resolution and building relationships with stakeholders.
Requirements:
- Over 3 years of IT support and workplace technology experience in enterprise or multi-site environments.
- Strong expertise in Windows 10/11, macOS, and support for mobile devices.
- Familiarity with Active Directory, Microsoft Intune, and asset management.
- Proven skills in vendor management and service delivery oversight.
Technical Skills:
- Knowledge of workplace technology infrastructure (AV systems, telephony, networks).
- Hands-on experience with VPNs, SSO, MFA, and enterprise mobility solutions.
- Proficiency in Microsoft Office Suite and conferencing platforms.
Preferred Certifications:
- ITIL Foundation, A+, or Microsoft certifications.
- Hardware certifications (HP, Apple, Lenovo).
What We Offer:
The company provides enriching experiences and focuses on learning and development opportunities. We offer a competitive benefits package including health care, child education contributions, remote and flexible working policies, and exclusive employee discounts.
Diversity and Inclusion:
The company is committed to inclusion and diversity, welcoming all applicants without regard to gender, age, race, religion, national origin, or disability status. We invite you to be part of our exciting future.
