Why were hiring:
"WPP is at the forefront of the marketing and advertising industrys largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This team will play a crucial role in enabling the ongoing transformation of our agencies and functions."
As we continue this transformation journey. This role will carry out the effective and efficient everyday technology operations for WPP ET. A trusted pair of hands to deal with level 1 and 2 issues as they present to the IT Service Desk and a trusted resource for Infrastructure and Management personnel to assist with project work when needed. The role will report into the Enterprise Technology Operations Lead and work closely with other teams within Enterprise Technology.
What youll be doing:
- 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 Gurgaon
- Provide onsite support for additional locations which may require travel (where applicable)
- Provide remote support, as needed, to WPP agencies across APAC.
- 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 youll 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
