Print Operations Specialist

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-pacedenvironment.
• 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