About the Role / About the Job
The Digital Workspace Officer is tasked with providing frontline support for workplace technologies, end-user devices, collaboration tools, and digital employee services. This role is crucial in ensuring timely issue resolution, managing onboarding and offboarding processes, maintaining compliance standards, and enhancing workplace productivity through reliable IT support services.
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Job Responsibilities
1. Frontline User Support
- Provide first-line support for digital workspace tools, devices, accounts, and productivity platforms.
- Resolve common incidents and service requests promptly.
- Escalate unresolved issues with proper documentation.
2. Device & Workspace Setup
- Prepare laptops, desktops, mobile devices, and workplace tools for new users.
- Support device refresh, replacements, and asset handling activities.
- Ensure readiness of workplace technology assets.
3. Access Provisioning
- Assist onboarding and offboarding through user account setup and removal.
- Support password resets and access-related requests.
- Follow approved identity management controls.
4. Collaboration Tools Support
- Support users on Teams, Outlook, SharePoint, OneDrive, and related platforms.
- Provide guidance on effective use of workplace applications.
- Maintain service continuity for collaboration tools.
5. Compliance & Asset Control
- Ensure hardware and software usage follows company standards.
- Record inventory movements and report non-compliance issues.
- Support audit and governance checks.
6. Automation Support
- Assist in implementing self-service tools, chatbots, and automated workflows.
- Identify repetitive manual tasks for process improvement.
- Support smarter workplace service delivery.
7. User Guidance & Communication
- Provide user guidance, how-to support, and training assistance.
- Maintain professional communication with employees at all levels.
- Promote positive employee technology experience.
8. Service Reporting & Improvement
- Update tickets accurately and maintain service records.
- Share recurring issues and improvement ideas with supervisors.
- Contribute to continuous enhancement of support operations.
Job Knowledge & Skills
- Workplace Tools: Basic knowledge of Microsoft 365 and collaboration platforms.
- Troubleshooting Ability: Good diagnostic and problem-solving capability.
- Device Support: Understanding of laptops, desktops, mobile devices, and peripherals.
- Service Discipline: Good ticket management and follow-up practices.
- Communication Skills: Strong user support and teamwork capability.
Job Experience
- IT Support Experience: Minimum 1–3 years in helpdesk, desktop support, or workplace technology support.
- End User Services: Experience handling user devices, tickets, and workplace tools.
- Service Mindset: Experience in customer-focused support environments.
Competencies
- Agility
- AI Fluency
- Applications Systems Architecture L3
- Help Desk Hardware Support L3
- IT Security L3
- Leadership
- Quality
- Resilience
- Service Level Agreements L3
- Ticket Management L3
Education
- Bachelor's Degree in any related field.
- Professional Qualification in Information Technology or any Related Technical Certificates.
