主要职责

• 根据 WPP 标准，为 WPP 员工、旗下各个机构以及来访客户提供卓越的现场 IT 支持
• 根据需要为各地办事处提供远程支持
• 确保桌面和标准技术服务（包括会议室视听设备）得到维护和支持
• 与业务用户建立牢固的关系，了解他们的需求并提供量身定制的服务支持
• 对用户进行 IT 服务、IT策略以及最佳IT实践方面的培训
• 在工单系统中准确记录所有 IT 参与的事件，以便进行报告和绩效跟踪
• 管理入职和离职流程，包括账户管理和资产管理
• 与内部和外部团队合作及时解决初级级和中级事件
• 维护安全协议并监控第三方参与
• 支持用户和办公室搬迁、硬件/软件部署和保修更换
• 管理 IT 资产采购、库存和生命周期
• 促进IT基础架构设施更新并排除设备的一般故障
• 支持集团的合规性活动
• 非工作时间提供支持
• 根据需要执行其他职责

Key Responsibilities

• Deliver exceptional on-site IT support to WPP employees, agencies, and visiting clients, in line with WPP standards
• Provide remote support to regional offices as needed
• Ensure deskside operations and standard technology services, including meeting room AV, are maintained and supported
• Build strong relationships with business users, understanding their needs and delivering tailored support
• Champion a customer-focused approach, empowering end users to make the most of technology tools
• Educate users on IT services, policies, and best practices
• Accurately log all IT engagements in the ticketing system for reporting and performance tracking
• Manage onboarding and offboarding processes, including account administration and asset management
• Resolve Level 1 and 2 incidents, collaborating with internal and external teams for timely resolution
• Maintain security protocols and monitor third-party engagements
• Escalate complex issues to Infrastructure or Management teams when required
• Support user and office relocations, hardware/software deployments, and warranty replacements
• Manage IT asset procurement, inventory, and lifecycle
• Contribute to the Service Desk knowledge base and documentation
• Collaborate with global IT functions to implement standards and support local business needs
• Facilitate infrastructure refreshes and basic device troubleshooting
• Support software licensing reviews and compliance activities
• Be available for occasional out-of-hours support
• Perform other duties as required

技能要求

• 3-5 年的 IT 帮助台或桌面支持经验
• 这是一个 100% 的现场职位;您必须在我们指定的办公地点工作
• 在 Windows 和 Mac OS 方面具有强大的跨平台专业知识;以及视屏会议系统技术的应用知识
• 出色的解决问题的能力和积极主动的态度
• 理解用户的诉求且掌握与不同用户有效沟通的技巧
• 跨团队协作，并建立起良好的关系
• 较强的英语书面和口头沟通能力（需要较高的水平）
• 有效的时间管理和优先级排序能力
• 可以在压力下仍然保持专业、平易近人的举止

Skill Requirements

• 3–5 years’ experience in IT help desk or deskside support roles
• This is a 100% on-site role; you must be able to work from one of our designated office locations
• Strong cross-platform expertise in Windows and Mac OS; working knowledge of AV technology
• Excellent problem-solving skills and a proactive, can-do attitude
• Empathy and effective communication skills with diverse end users
• Ability to build trust-based relationships and collaborate across teams
• Strong written and verbal English communication skills (advanced level required)
• Effective time management and prioritization abilities
• Professional, approachable demeanor under pressure