Digital Workplace Services Specialist

26WD99070

Digital Workplace Services Specialist (Site Support)

About The Role

We are looking for a highly motivated Digital Workplace Services Specialist to provide exceptional on‑site technical support and deliver a seamless workplace technology experience. In this role, you will act as the face of IT, supporting employees across office and hybrid environments, ensuring maximum uptime, and driving a high standard of customer experience. You will work closely with global IT teams while delivering hands‑on support, contributing to projects, and maintaining office technology environments.

Key Responsibilities

End‑User Support

• Provide day‑to‑day on‑site technical support for desktops, laptops, mobile devices, and office technology
• Install, configure, and troubleshoot hardware and software across Windows, Mac, and mobile platforms
• Diagnose and resolve technical issues promptly, ensuring minimal disruption to users
• Deliver end‑user guidance and training where required to improve user productivity

Executive (VIP) Support

• Provide high‑touch, “white glove” support to executives and senior stakeholders
• Ensure readiness of executive technology, meetings, and key business events
• Respond rapidly to critical issues with a high level of professionalism and discretion

Workplace & Office Technology

• Ensure meeting rooms and collaboration spaces are fully operational and well‑maintained
• Support collaboration tools and associated technologies (e.g. conferencing systems)
• Maintain and support infrastructure areas such as IDF/MDF rooms in partnership with network teams

Asset & Lifecycle Management

• Manage hardware lifecycle activities including provisioning, shipping, receiving, and asset tracking
• Maintain accurate asset records and ensure compliance with internal processes
• Administer deployment of equipment and software solutions across the business

Projects & Continuous Improvement

• Support and participate in local and global IT projects (e.g. device rollouts, office upgrades)
• Collaborate with infrastructure, network, and collaboration teams to deliver solutions
• Contribute to process improvements and knowledge documentation

Service Delivery & Collaboration

• Act as a key liaison between IT and business stakeholders
• Manage and prioritise workload effectively, ensuring SLA targets are consistently met
• Deliver a high standard of customer service and maintain strong user relationships
• Work collaboratively across IT teams to ensure efficient request handling and resolution

Required Skills & Experience

• Proven experience (typically 3+ years) in IT support within a complex environment
• Strong troubleshooting skills across hardware, software, and operating systems
• Hands‑on experience supporting:
  • Windows 10/11 and macOS environments
  • Microsoft 365 and collaboration tools
  • Mobile devices and workplace technologies
• Familiarity with device deployment tools (e.g. Autopilot, JAMF) and identity services (e.g. Active Directory)
• Experience using IT service management tools (e.g. ServiceNow, Wolken)
• Strong customer service mindset with the ability to communicate effectively at all levels
• Ability to prioritise tasks, multi‑task, and work independently in a fast‑paced environment

Preferred Qualifications

• Experience supporting collaboration tools and meeting room technologies (e.g. Zoom Rooms, Teams Rooms, HP/Poly Conference Equipment)
• Knowledge of asset management and lifecycle processes
• Relevant certifications (e.g. CompTIA A+, HDI, Microsoft MCP)
• Post‑secondary education in IT or related field (or equivalent experience)

What Success Looks Like

• Delivers fast, reliable support with minimal disruption to users
• Builds strong relationships and trust with employees and stakeholders
• Maintains high standards across workplace technology and environments
• Contributes to continuous improvement and project delivery
• Acts as a proactive, dependable partner within IT

Working Environment

• Primarily on‑site role, supporting office‑based employees and facilities
• Involves occasional travel to support regional sites (as required)
• Requires flexibility to support business‑critical needs and events

What You’ll Do

• Provide on‑site technical support for hardware, software, and workplace technology
• Deliver high‑touch “white glove” support to executives
• Support meeting rooms and collaboration tools to ensure smooth operations
• Manage device lifecycle (provisioning, deployment, asset tracking)
• Troubleshoot issues quickly and maintain high service standards
• Partner with IT teams on projects and continuous improvement initiatives

What You’ll Bring

• 3+ years’ experience in IT support within a fast‑paced environment
• Strong Windows & Mac troubleshooting skills
• Experience with Microsoft 365, device deployment (Autopilot/JAMF), and service tools
• Excellent customer service and communication skills
• Ability to prioritise and work effectively on‑site

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