WTW
Description 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. Qualifications 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
WTW
