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.

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Working within the Workplace Technology Services Operations Team alongside strategic partners, the Print Operations Technician will support the global managed print service to ensure that it is delivered in accordance with service level agreements, meets business requirements and provides a quality colleague experience. The Print Operations Technician will report to the Global Print Operations Manager and should expect to spend much of their time working alongside the managed print service vendor, WTW Service Delivery team, and the WTW Procurement and Finance teams supporting the day-to-day management of the print service. Candidates should expect to interact with various internal stakeholders and represent the print service to the business.

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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

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