Print Operations Technician

The Role 

• Monitor and manage print-related support tickets within the service management system, ensuring accurate categorization, routing and timely resolution.
• Collaborate closely with the Global Print Operations Manager, vendors and internal resolver groups to maintain high service quality and SLA compliance.
• Track ticket progress, follow up with vendors and internal teams and proactively address delays and escalations. 
• Maintain print service documentation, procedures and knowledge base articles to support consistent and efficient service delivery. 
• 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.
• Provide regular operational insight and performance reporting to management, working in partnership with the Global Print Operations Manager.
• Support strategic change initiatives, participating in both project-related activities and BAU operational changes.
• Assist in maintaining accurate asset management processes, including device registration in the CMDB, lifecycle tracking and data quality assurance. 
• Champion Information Security by supporting risk identification, risk mitigation, secure printing practices and data loss prevention measures. 

The Requirements 

Technical Skills

• Demonstrated capability with managed, secure print solutions within a Windows environment – ideally UniFLOW
• Robust experience with Multifunctional print/copy/scan devices – ideally Canon 
• 2+ years’ experience in a service/operations role.
• Strong experience of ticket management (categorization, routing, delay monitoring) – ideally within ServiceNow 
• Experienced in vendor co-ordination
• Experienced with SLA / KPI performance tracking 
• Experience with incident, problem and change management (an ITIL qualification is desirable)
• Ability to analyze data and provide operational reporting (knowledge of PowerBi is desirable)
• Knowledge of hardware asset management (device registration, lifecycle updates, data accuracy).
• Awareness of Information Security and Data Loss Prevention controls
• Familiarity with identifying financial discrepancies

Soft Skills

• Clear and professional communication
• Strong collaboration with cross-functional teams and vendors
• Analytical thinking and effective problem solving
• High attention to detail and accuracy
• Proactive and adaptable with the ability to prioritize effectively
• Customer-centric with a continuous improvement mindset
• Able to take ownership, accountability and follow through requirements

WTW is an Equal Opportunity Employer