- Deliver outstanding, on-site support services to WPP employees, agencies, and visiting clients, operating within predefined structure, methodologies, and standards set by WPP ET
- This is a 100% onsite role
- Provide on-site support to the WPP agencies located in Mumbai
- Provide onsite support for additional locations which may require travel (where applicable)
- Provide remote support, as needed, to WPP agencies across the wider region
- Ensure IT deskside operations and all standard technology services, including meeting room AV, are delivered and supported as needed
- Develop excellent relationships with the business user base
- Lead a customer-centred culture, championing activities to empower end users to get maximum utilization out of their technology tools
- Educate the business on how to use the Enterprise Technology service and maximise benefits
- Log all IT engagements into a ticketing system to ensure IT demand and performance data can be reported upon
- Onboarding and offboarding of new and departing employees, including user account administration and asset management
- Level 1 and 2 incident and problem management, including diagnosis, liaison with appropriate internal and external resources to drive resolution, and ticket management throughout the resolution process
- Ensure security procedures are followed, and 3 rd parties are monitored during service engagements
- Escalation of issues to Infrastructure and/or Management teams as needed
- Manage and support simple user and office relocations
- Understanding of unique line-of-business technologies
- Compiling, documenting, and maintaining Service Desk knowledge base and standard procedures
- Deployment of hardware and software to end users
- Management and installation/removal of break/fix or warranty replacement of IT related equipment
- IT asset procurement, inventory and Life cycle management
- Work with all the IT functions within the Enterprise Technology operating model to ensure the needs of the business are fulfilled
- Support WPP Global in promoting global standards and ensuring local implementation
- Support other IT teams with IT changes and ensure support priorities are localised and executed to plan
- Escalation management and work with third-party suppliers to ensure operational services meet business requirements
- Perform basic device troubleshooting including resetting devices, cable management, providing console access for 3 rd level teams/partners as part of Incident break fix or scheduled changes
- Perform/be accountable for infra testing pre/post deployment of changes through either Incidents or Projects, work with local application owners for additional testing
- Facilitate and support refresh of local infrastructure (network and server)
- Support the review of local licencing demand for software assets
- Availability where necessary for out-of-hours support
- Other duties as needed
What you'll need:
- 3 5 years in an IT help desk / desk side support role
- Strong cross-platform experience in Windows and Mac, along with working knowledge of AV technology
- Excellent problem-solving skills
- Can-do attitude
- Someone that can empathize and communicate effectively with end users
- Builds excellent relationships, based on trust and mutual respect
- Excellent written and verbal communication skills
- Able to manage time effectively and set priorities appropriately
- Able to maintain professional demeanour under stress while remaining friendly and approachable to ensure a positive user experience
Who you are:
You're open:
We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.
You're optimistic:
We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.
You're extraordinary:
we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.
What we'll give you:
Passionate, inspired people
We aim to create a culture in which people can do extraordinary work.
Scale and opportunity
We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
Challenging and stimulating work
Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge
