Senior IT Support Analyst

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're 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're hiring:
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 São Paulo and work closely with other teams within IT

What you'll be doing:

• Provide on-site/remote support to the WPP agencies located in São Paulo.
• 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 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.
• Availability where necessary for out-of-hours support
• Other duties as required

What you'll 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

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?

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. 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 ) for more information on how we process the information you provide.