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.

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