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Workplace Technology Supervisor

Country : United Arab Emirates United Arab Emirates

Region : Dubaï

Town : DUBAI

Category : Retail

Contract type : Permanent

Availability : Full time

Job description

INSPIRE | EXHILARATE | DELIGHT For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work. We are looking for a Workplace Technology Supervisor.

What you\'ll be doing

  • Acting as the technical supervisor and SME for the workplace technology team Lead with working on priority tickets, deep dive issues and driving problem management within the team getting to the heart of the issue and nailing the basics every time.
  • Define, develop and maintain all workplace technology configuration item (ci) data and to provide accurate information for risk assessment and incident resolution.
  • Ownership of the workplace technology asset management (software and hardware) lifecycle and show measurable improvement to current ways of working.
  • Develop and promote the value of asset configuration, processes and procedures within the organisation to maintain compliance and reduce risk.
  • Implement effective processes and controls for maintaining the configuration management system, whilst maintaining its integrity and security.
  • Maintain accurate inventory records for current stock levels and ensure proactive management of stock to deliver to time and quality to our internal customers.
  • Develop and implement workplace technology policies, procedures, and standards to ensure the security, reliability, and usability of all systems and services.
  • Stay up-to-date on the latest workplace technology trends and best practices, and make recommendations for improvements or updates to existing systems and services.
  • Collaborate with other departments to ensure that workplace technology systems and services are meeting the needs of the organization, and that any issues or concerns are addressed promptly.
  • Develop and manage the workplace technology budget, including forecasting expenses, tracking expenditures, and ensuring that all costs are within budget.
  • Provide training and support to end-users on workplace technology systems and services, and ensure that all users are able to effectively utilize these resources.
  • Participate in the development and implementation of the organization\'s overall technology strategy, and help to ensure that workplace technology systems and services align with this strategy.
  • Understand all software inventory items and their licensing issues and provide the appropriate advice and guidance to the workplace technology team Lead
  • Ensure all workplace technology software licence orders, renewals and contracts are managed accurately and efficiently in line with software asset management (sam) processes and procedures
  • propose / agree interfaces with other management processes / team including problem, incident, request and change, infrastructure services, delivery and product teams
  • maintain compliance with the agreed service & change deliverables as well as risk & 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 handled according to workplace technology services sla\xe2\x80\x99s.
  • guarantee that the end to end ownership of issues is managed to the satisfaction of the customer.
  • mentoring other workplace technology associates in the team, acting as an internal escalation point and coach to junior members of the team
  • manage your stakeholders to ensure the provision of first-class user support
  • maintain a close working relationship with other operational support teams within service operations
  • prioritise & escalate problems based on the business impact and reported problems.
  • regularly report the current status of the workplace technology services and support status
  • identity and pursue new ways to improve the efficiency and performance of the workplace technology team
  • work on call as part of a rota when required
What you\xe2\x80\x99ll need to succeed
  • Excellent communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
  • Ability to work independently and as part of a team, and to manage multiple priorities and deadlines.
  • Knowledge of ITIL and IT service management best practices is a plus.
  • proficient with service now, windows, office 365, outlook and ad to receive, log and resolve calls made to our internal it service desk.
  • Strong knowledge of workplace technology systems and services, including hardware, software, and telecommunications systems, retail systems
  • Excellent analytical and problem-solving skills, with the ability to identify issues and develop effective solutions.
  • experience in creating and maintaining process documentation
  • experience in asset & configuration management, enteprise desktop deployments, mdm and encryption technology
  • apple device support skills including mac\xe2\x80\x99s, iphone\xe2\x80\x99s, ipad\xe2\x80\x99s and mac infrastructure
  • an appreciation of the wider technologies provided and supported by other teams within the company.
  • proven experience performing 1st/2nd line support within a service desk environment
  • knowledge of itil foundation
  • exceptional written and verbal skills
  • a structured and efficient method to working
  • ability to communicate to all levels of the business when discussing issues & functions of the workplace technology team
  • confident, articulate individual who has the ability to influence and negotiate outcomes.
  • conscientious individual with exceptional attention to detail, willing to go the extra mile focused on delivering excellent customer service.
  • ability to build strong relationships internally and externally and work to demanding deadlines and targets.
  • excellent understanding of asset and configuration management environments and tools
  • previous experience with asset management tools (inc. ios mdm technologies) and sccm essential.
  • ability to problem solve and articulate proposed resolutions at all levels.
  • itil foundation certification (required)
  • advanced networking methodologies (tcp/ip) (preferred)
  • network printing and queuing (required)
  • desktop anti-virus (windows defender/atp) enterprise-wide installation and support (preferred)
  • service now working knowledge (required)
  • microsoft outlook/exchange (required)
  • remote support applications (required)
  • scripting languages (powershell/bash) (preferred)
  • experience with windows 10 operating system associateing (5+ years) (required)
  • experience with mac os technologies and ios associateing (2+ years) (required)
  • experience with virtual desktop infrastructure (vdi/citrix) technologies (3+ years) (required)
  • experience with desktop management tools (i.e. windows sccm and jamf) (3+ years) (required)
  • experience in administration of mdm solutions, device encryption, content filtering, endpoint management and security
  • experience with microsoft active directory (3+ years) (required)
  • experience with microsoft office 365 (3+ years) (required)
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. To view all our perks and benefits, click here. 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.