Senior IT Support Engineer

WPP

5 - 10 years

7 - 11 Lacs

gurugram

Posted:4 days ago| Platform:

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Skills Required

procurement service desk problem management windows management it asset management stakeholder management remote support operations recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Provide on-site/remote support to the WPP agencies located in Gurgaon, Haryana, India
Ensure IT deskside operations and all standard technology services including AV are delivered as needed
Develop excellent relationships with key internal stakeholders (HR, Finance and Admin)

Lead a customer-centred culture, championing activities to empower end users to get maximum utilization of IT, including organising training programmes and the appointment super-users in relevant technology spaces
Educate the business on how to use the IT service and maximise benefits
Educate the business about IT policies, procedures, security, and compliance

Provide remote support, as needed, to WPP agencies APAC.
Onboarding and offboarding of new and departing employees, including user account administration.
Level 2 and 3 incident and problem management, including diagnosis, liaison with appropriate internal and external resources to drive resolution, and stakeholder management throughout the resolution process
Escalation of issues to Infrastructure and/or Management teams as needed
Manage simple user and office relocations
Supervise and assist with deployment of new hardware and software to end users
Subject Matter Expert for unique line-of-business technologies
Compiling, documenting, and maintaining Service Desk knowledge base and standard procedures
IT asset management inventory
IT asset procurement and Life cycle management and support the business drive down IT costs.
To establish strong relationships with all the IT functions within the WPP IT operating model to ensure the needs of their location are fulfilled

Support WPP Global in promoting global standards and ensuring local implementation
Support other IT teams with IT changes and ensure global infrastructure/ OpCo programmes are localised and executed to plan.

Support local IT compliance activities
Own escalation management and have direct access all third-party suppliers to ensure operational services meet business requirements.
Availability where necessary for out-of-hours support
Other duties as needed

What youll need:

5+ years in an IT help desk / desk side support role
Cross-platform experience in Windows and Mac
Can-do attitude
Someone that can empathise and communicate effectively with end users
Knows how and when to engage management, when needed
Builds excellent relationships, based on trust and mutual respect
Excellent written and verbal communication skills
Able to work with minimal direct supervision
Able to manage time effectively and set priorities appropriately
Able to maintain professional demeanour under stress

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