Workplace Technology Senior Associate Etoile Group UAE
Full time @Etoile Group posted 1 year ago in Retail Shortlist Email JobJob Detail
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Job ID 5309
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Career Level Senior
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Experience Less Than 1 Year
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Gender Male Female
Job Description
Etoile Group is currently hiring skilled and motivated candidate for the job role of Workplace Technology Senior Associate UAE National in Dubai. The successful candidate 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 first time.
Responsibilities of Workplace Technology Senior Associate
- Assisting the team with monitoring the call queue, prioritizing and keeping users updated, reconciling user accounts, etc.
- Maintain compliance with the agreed service and change deliverables as well as risk and security policies and procedures.
- To own the progress of the call from inception to resolution and keep customers informed of the progress of their reported incident and requests.
- Ensure that incidents and requests are handle according to EUC Services SLA’s.
- Guarantee that the end-to-end ownership of issues is managed to the satisfaction of the customer.
- Provide onsite and online store support as per business needs.
- Manage Stakeholders to ensure the provision of first class customer support.
- Maintain a close working relationship with other team members within Service Operations resolver teams.
- Prioritize and escalate problems based on the business impact and reported problems.
- Regularly report the status of the EUC operation.
- Identity and pursue new ways to improve the efficiency and performance of the EUC team Work on call as part of a rota when required.
Requirements for Role of Workplace Technology Senior Associate
- University Degree in IT or equivalent.
- Posses UAE Family Book.
- 1-2 years of experienced as IT support, systems administration, or project management, or in a related field.
Skills And Knowledge Desired
- Deliver a premier service to the wider business.
- Customer service is paramount to its success and strive to maintain a high bar.
- Understanding of Service Now, Windows, Office 365, Outlook and AD.
- Apple Device support skills including Mac’s, iPhone’s, iPads and Mac Infrastructure.
- Knowledge of ITIL Foundation.
- Clear communicator and team player.
- Ability to communicate to all levels of the business and stakeholders.
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