Job Description

Job Summary

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

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.

Job Responsibilities 2

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.

Additional Responsibilities 3

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

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