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About the role
We are looking for a full-time IT Workplace Support Officer who will be responsible for the quality, availability and functionality of all IT workplaces worldwide. The role ensures that workplace services, endpoint devices, mobile phones, operating systems, workplace processes, workplace standards and local IT support activities are reliable, secure, standardized and aligned with business needs. The IT Workplace Support Officer works closely with global IT colleagues, local IT support teams, the Service Desk, external support partners and vendors to continuously improve the end-user experience, maintain accurate asset information and ensure a secure, manageable and future-ready workplace environment.

Key responsibilities
Manage the global IT workplace environment proactively, including monitoring workplace developments, identifying improvement opportunities and translating business needs into workplace requirements.
Own lifecycle management for workplace equipment, operating systems, standard images, mobile devices, IT peripherals and related endpoint technologies.
Define, maintain and improve global workplace standards, including standard workplace configurations, hardware models, software baselines, peripherals, service processes and local support practices.
Ensure endpoint security and manageability for Windows-based systems and mobile phones, in close alignment with information security requirements and support partners.
Manage requirements, dependencies and interfaces between workplace services, network services, collaboration tooling, software solutions, peripherals and security controls.
Coordinate the distribution of applications and workplace changes, ensuring that deployments are controlled, documented, communicated and aligned with business continuity requirements.
Act as liaison with the global support partner on endpoint security management, workplace operations and IT upgrades, including new images, operating system upgrades and workplace tooling changes.
Coordinate with the Service Desk, local IT support teams and vendors on local IT issues, workplace incidents, equipment issues and user-impacting service topics.
Ensure maintenance of IT workplace equipment, including stock management, repairs, replacements, placement of IT workplaces and continuity of IT peripherals such as printers and conference room equipment.
Ensure on-site support to users, including appropriate VIP support where required, and promote consistent service quality across locations.
Be IT responsible for the execution and continuous improvement of workplace processes such as onboarding, offboarding, hardware requests, workplace changes and asset-related activities.
Maintain and improve asset management for workplace equipment, ensuring that assets, stock levels, assignments, replacements and lifecycle status are accurate and up to date.
Contribute to reliable service delivery by supporting incident, problem and change management for workplace-related topics and by ensuring clear follow-up with users and resolver teams.

Service mindset
Each member of the IT team works in service of the worldwide user community. As such, an end-user-focused service mindset is required. This includes taking ownership of an end user's issue, even when it is not directly your responsibility; following up after transferring an issue to the right person; proactively improving the user experience before complaints arise; and prioritizing the resolution of end-user issues.