Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This Team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

At WPP, technology is at the heart of everything we do, and it is the Technology Operations teams mission, as part of Enterprise Technology, to enable everyone to collaborate, create and thrive. Enterprise Technology 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 technology operations WPP IT.  A trusted pair of hands to deal with level 1 and 2 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 Operations Manager in Mexico City and work closely with other teams within Enterprise Technology.

What you'll be doing:

• Provide on-site/remote support to the WPP agencies located in Mexico City
• 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 of IT
• Educate the business on how to use the IT service and maximise benefits
• Provide remote support, as needed, to WPP agencies across the wider region
• Onboarding and offboarding of new and departing employees, including user account administration
• 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
• Escalation of issues to Infrastructure and/or Management teams as required
• Manage simple user and office relocations
• Assist with deployment of new hardware and software to end users
• Understanding of 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
• 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
• Assist with escalation management and work with third-party suppliers to ensure operational services meet business requirements

What you'll need:

• 2+ 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
• Can-do attitude
• Someone that can empathise 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 demeanour under stress
• English language, advanced level is required for this role

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 accepting: of 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 promote a culture of people that 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?

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