Print Operations Specialist
WTW · Taguig
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.