End User Services Engineer

• Deliver world class, 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

• 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 required

• 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; liaise 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 required

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 demeanor 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? #LI-Hybrid

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. 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.