Senior End User Services Engineer

Summary

Join WPP as an IT Support Specialist in Jakarta, providing on-site and remote support to WPP agencies. You will ensure smooth IT operations, build strong relationships with stakeholders, and champion a customer-centric culture. Responsibilities include incident and problem management, user account administration, hardware/software deployment, and knowledge base maintenance. The role requires 5+ years of IT help desk experience, cross-platform expertise, and excellent communication skills. WPP offers a hybrid work model and a culture that values creativity and collaboration.

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
• Able to maintain professional demeanour under stress

Responsibilities

• Provide on-site/remote support to the WPP agencies located in Jakarta
• 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 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

Benefits

• 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