Digital Workspace Officer (ITSD) - Venezuela

About the Role
The Digital Workspace Officer (ITSD) in Venezuela is responsible for providing frontline support for workplace technologies, end-user devices, collaboration tools, and digital employee services. The role ensures timely issue resolution, supports onboarding/offboarding processes, maintains compliance standards, and assists in improving workplace productivity through reliable IT support services.

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 the 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 a 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 the 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.
• Currently based in Caracas, Venezuela, with authorization to work locally.
• Strong understanding of the Venezuelan market and local business environment.
• Fluent in Spanish and English (spoken and written).

Competencies

• AgilityAI 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