Digital Workspace Specialist

Job Summary

The Digital Workspace Specialist is responsible for supporting the implementation, maintenance, and optimization of enterprise digital workplace solutions that improve employee productivity and collaboration. The role provides advanced user support, ensures compliance standards are met, assists automation initiatives, and contributes to a high-quality digital employee experience across the organization.

Job Responsibilities 1
1. User Support & Incident Resolution

• Provide day-to-day support for collaboration platforms, endpoint devices, virtual desktop environments, and productivity tools.
• Troubleshoot and resolve user incidents, service requests, and technical issues efficiently.
• Escalate complex issues appropriately while maintaining user communication.

2. Workplace Systems Administration

• Support Microsoft 365 services including Teams, Outlook, SharePoint, and OneDrive.
• Assist in endpoint management, patching, provisioning, and workspace system maintenance.
• Maintain stable and secure workplace operations.

3. Access Management & Lifecycle Support

• Execute onboarding and offboarding activities including account provisioning and de-provisioning.
• Support identity management activities across Active Directory and Azure AD environments.
• Ensure timely and accurate user access controls.

4. Compliance & Governance Support

• Ensure adherence to hardware, software, and security compliance standards.
• Report non-compliance issues and support remediation actions.
• Maintain records required for governance and audits.

5. Automation & Continuous Improvement

• Identify repetitive support tasks suitable for automation.
• Assist in chatbot, workflow, and RPA implementation projects for service desk improvement.
• Promote smarter support models and self-service capabilities.

Job Responsibilities 2
6. Device & Technology Management

• Support onboarding and lifecycle management of enterprise devices and emerging workplace hardware.
• Coordinate compatibility and performance activities with infrastructure teams.
• Ensure users receive fit-for-purpose workplace technology.

7. Training & Adoption

• Conduct user guidance sessions and prepare support materials for workplace tools.
• Encourage adoption of collaboration and productivity platforms.
• Improve end-user confidence and digital maturity.

8. Monitoring & Feedback

• Track usage, service trends, and user feedback on digital workspace tools.
• Recommend improvements that enhance employee experience and service quality.
• Contribute to continuous service enhancement programs.

Additional Responsibilities 3

Job Knowledge & Skills

Workplace Tools: Good knowledge of Microsoft 365, Teams, Outlook, SharePoint, and endpoint platforms.

ITSM Processes: Understanding of incidents, requests, and SLA-based support models.

Troubleshooting Skills: Strong diagnostic and issue resolution capability.

Communication Skills: Clear user-facing communication and stakeholder support ability.

Improvement Mindset: Ability to identify efficiencies and automation opportunities.

Job Experience

Support Operations: Minimum 2–4 years in IT support, service desk, or digital workspace environments.

End User Tools: Experience with Microsoft workplace technologies and endpoint support.

User Engagement: Experience handling employee support requests and issue resolution.

Competencies
Agility
AI Fluency
Applications Systems Architecture L3
Data Analysis L4
Help Desk Hardware Support L3
IT Security L3
Leadership
Quality
Resilience
Service Level Agreements L3


Education
Bachelor's Degree in Information Technology or any related field
Professional Qualification in Information Technology or any Related Technical Certificates