About this role
The Role
• Monitor and manage print-related support tickets within the service management system, ensuring accurate categorization, routing and timely resolution. • Facilitate printer installations, moves and removals, working with Facilities and Network teams to ensure power and connectivity and assisting the vendor with remote access for device configuration. • Collaborate closely with the Global Print Operations Manager, vendors and internal resolver groups to maintain high service-quality and SLA compliance. • Maintain and continuously improve print service documentation, operational procedures, work instructions, standard operating procedures (SOPs), knowledge base articles, and support runbooks to ensure consistent and efficient global service delivery. • Develop, document, and maintain process maps, service workflows, and operational procedures, ensuring clear ownership, standardized processes, and alignment with IT service management best practices. • Support invoice approval workflows, liaising with local offices, Finance and Procurement to track PR/PO and invoice status and resolve billing discrepancies • Contribute to cost management, sustainability and continuous service improvement initiatives across the print environment by analyzing service performance, device utilization, and operational processes. • Provide regular operational insight and performance reporting to management, in partnership with the Global Print Operations Manager. • Support strategic change initiatives, participating to both project-related activities and BAU operational improvements. • Assist in maintaining accurate asset management processes, including managing print asset discovery tools, CMDB device registration, lifecycle tracking and data quality assurance. • Champion Information Security by supporting risk identification and mitigation and promoting secure printing practices and data loss prevention measures.
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The Requirements
• 2+ years’ experience in a service or operations role. • Demonstrated capability with managed, secure print solutions within a Windows environment (e.g. Uniflow, Ysoft, Equitrac). • Strong technical understanding of print and scan management platforms including secure cloud print queues, smart print client operation, authentication flows, printer profiles and print policies. • Proven troubleshooting capability across common print management issues (e.g. authentication, job release, client/driver issues), with the ability to interpret errors and device behavior to effectively guide internal support teams and vendor partners. • Solid multifunctional print/copy/scan device experience. • Strong ticket management experience, including categorization, routing and monitoring of ageing tickets. • Proven experience with incident, problem and change management. • Experience of SLA and KPI tracking. • Ability to analyze operational data and produce meaningful reporting and insights. • Understanding of hardware asset management processes, including device registration, lifecycle updates and data accuracy. • Awareness of Information Security and Data Loss Prevention controls. • Strong communication and interpersonal skills with the ability to engage effectively with vendors, business stakeholders, and technical teams. • Familiarity with identifying financial discrepancies (e.g. invoices and billing). • Analytical thinking with effective problem-solving capability. • High attention to detail and accuracy. • Proactive and adaptable, with the ability to prioritize effectively in a fast-paced environment. • Customer-centric, with a continuous improvement mindset. • Strong sense of ownership and accountability, with the ability to follow through on deliverables WTW is an Equal Opportunity Employer