OSS/DaaS Coordinator

Summary:

The role of Workplace Technology Coordinator collaborates within the End User and Collaboration Services group to guarantee the successful delivery of onsite support and laptop services within the global WTW organization. 

This role predominantly involves the logistics and financial coordination of WTW’s strategic partner Dell for Laptop Device As A Service and Onsite Support Dispatch services requiring the engagement with other 3rd party vendors and WTW’s internal, Procurement, Facility Services, and on-site technical support team.

Role:

Working within a team with global responsibilities to ensure the successful delivery of Laptop and Onsite Support services, you will be required to-

• Triage IT support tickets for Onsite Support assistance, ensuring all key information is accurately captured
• Schedule the attendance of both external and internal support technicians
• Perform the end-to-end oversight of Incident and Request tickets, ensuring timely updates are made and escalations occur as needed
• Provide guidance to onsite support dispatch technicians based on standard operating procedures and local office information
• Fulfil the Purchase Order and Invoice review processes for Dell DaaS and Dispatch Technicians
• Manage local country forecasting for Laptop and Dispatch visit requirements
• Liaise with local office contacts for scheduled attendance of support technicians
• Ensure accurate data of laptop inventories within WTW’s CMDB are maintained, escalating anomalies to Team leadership
• Assist with the identification of recurring issues to help drive problem management activities
• Create knowledge base article defining process if a gap is highlighted
• Escalate any potential SLA breaches to management and work proactively to resolve them.
• Participate in regular meetings with IT support teams to discuss ticket trends, identify areas for improvement, and implement process enhancements.

Responsibilities:

• 2-5 years’ experience within a role focused on logistics fulfilment within technology support
• Proven understanding of corporate technologies, including Microsoft Windows, M365 and Azure
• Strong customer service and communication skills.
• Ability to adapt to changing technologies and user needs.
• Previous experience dealing with change delivery of local technical service teams.
• Previous experience of working with large service provider for delivery of effective solutions and services.
• Propagate a culture of excellence, openness, communication, and support.
• Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment.
• Apply technology awareness and associated management skills to guide Service partner and other team members to achieve their full potential.