End User Services Engineer

Job Description

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We&aposre committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we&aposre hiring:

'WPP is at the forefront of the marketing and advertising industry&aposs 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 you&aposll 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 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 3rd 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 3rdlevel 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&aposll 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&aposre 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&aposre 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&aposre 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&aposll 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

We believe the best work happens when we&aposre together, fostering creativity, collaboration, and connection. That&aposs why weve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

Please read our Privacy Notice (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.