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.
Qualifications
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
