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Senior IT Support Analyst

4 months ago

Perth, Western Australia Wpp Group Full time
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 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.

We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.

WPP and our award-winning agencies work with most of the world's biggest companies and organisations - from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards.

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

At WPP we're reinventing creativity on an ever-broader canvas, bringing together unrivalled talent, resources, and skills to provide an integrated offer of communications, experience, commerce, and technology for clients.

It's our people who make the company, and what we do, extraordinary. We champion an open and optimistic workplace, where everyone has the chance to thrive and shine. We foster and celebrate an inclusive culture of belonging, one that embraces diverse thought and individual expression.

Find out more about us including some of the work we're doing to build better futures for our people, planet, clients, and communities:

YOUR ROLE IN A NUTSHELL:

At WPP, technology is at the heart of everything we do, and it is WPP IT's mission to enable everyone to collaborate, create and thrive. WPP IT is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP's petabytes of data.

As we continue on this journey.... This role will carry out the effective and efficient everyday operations WPP IT. A trusted pair of hands to deal with level 2 and 3 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 IT Service Lead in Melbourne and work closely with other teams within IT.

KEY RESPONSIBILITIES:
  • Provide on-site/remote support to the WPP agencies located in Perth
  • 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 all WPP agencies across Australia and New Zealand
  • 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 required
  • 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
  • Listen to business requirements and challenges in your day-to-day interactions and elevate that understanding/potential demand to the Ogilvy AuNZ Business Partner for further analysis
  • In your daily tech support function, identify related needs for Client Tech projects and direct to the relevant Functions within WPP IT - for example Dev Environments, licensing and toolsets
  • Liaise with the relevant Business Partner, GTS and other supporting WPP IT functions - to collate technology demand in support of beneficial outcomes and services that are aligned to WPP IT strategic direction
SKILL REQUIREMENTS:
  • 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
HOW WE WORK:

At WPP, our people are at the heart of everything we do.

Our mission is to build and foster an inclusive culture of belonging, one that is equitable, tolerant, and respectful of diverse thought and individual expression

Our ambition is to create workplaces where our people feel not only that they have opportunities to thrive, but also that they are celebrated. A place where everyone has the opportunity to learn, grow and do amazing creative work, surrounded by leaders and colleagues who are inclusive, supportive, and kind. We believe that ultimately diversity and difference will combine to produce extraordinary creativity, manifested in the work we do for our clients and the impact we have on the world.

We support flexibility through our hybrid working model which offers the benefits of being together in the office and working from home. We encourage our people to work in ways that meet their needs and enable them to deliver great work.

WPP is an Equal Opportunity Employer. Our mission is to build and foster an inclusive culture of belonging, one that is equitable, tolerant, and respectful of diverse thought and individual expression. WPP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, ethnicity, colour, religion, sex, gender identity, sexual orientation, disability status, or any other characteristic protected by law. We encourage all applicants to apply.

#LI-DNI

WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.

Please read our Privacy Notice ( ) for more information on how we process the information you provide.
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