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

•领导一个由初级工程师组成的小团队

•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

•与业务主要联系人（例如，人力资源、财务、行政）建立牢固的关系，以了解和满足他们的技术需求

•监督Campus Tech Hub –负责重要活动（例如 RTO 支持、租户迁移等）的日程安排、准备和培训，并确保提供优质服务体验。

•负责Campus IT 资产盘点和生命周期管理的合规性

•通过组织培训课程并授权最终用户最大限度地使用 IT 工具，引领以客户为中心的文化

•对同事进行 IT 服务、IT策略、IT安全性和合规性最佳实践方面的培训

•管理入职和离职流程，包括用户帐户管理和资产管理

•与内部和外部团队合作及时解决中级和高级事件

•监督并协助向最终用户部署新的硬件和软件

•根据需要支持用户和办公室搬迁

•拥有担任某个专业领域方面专家的能力

•为 Service Desk 知识库和文档做出贡献

•管理 IT 资产采购、库存和生命周期，支持成本优化

•与全球 IT 职能部门合作，以实施标准并支持本地业务需求

•支持本地 IT 合规性活动并确保遵守全球标准

•管理升级并与第三方供应商联络，以确保高质量的运营服务

•在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

•Lead a small team of Junior Engineers

•Deliver deskside support and ensure all standard technology services, including AV and meeting room technology, are maintained

•Build strong relationships with business stakeholders (e.g., HR, Finance, Admin) to understand and address their technology needs

•Provide oversight of Campus Technology HUB - responsible for scheduling, preparation and training for big-bangs (e.g., RTO support, tenant migrations, etc) and ensuring a white glove experience

• Responsible for Campus IT asset inventory and Life cycle management compliance

•Lead a customer-focused culture by organizing training sessions and empowering end users to maximize their use of IT tools

•Educate colleagues on IT services, policies, security, and compliance best practices

•Manage onboarding and offboarding processes, including user account administration and asset management

•Resolve Level 2 and 3 incidents and problems, collaborating with internal and external teams for timely resolution

•Escalate complex issues to Infrastructure or Management teams when required

•Supervise and assist with deployment of new hardware and software to end users

•Support user and office relocations as needed

•Serve as a subject matter expert for unique line-of-business technologies

•Contribute to the Service Desk knowledge base and documentation

•Manage IT asset procurement, inventory, and lifecycle, supporting cost optimization

•Collaborate with global IT functions to implement standards and support local business needs

•Support local IT compliance activities and ensure adherence to global standards

•Manage escalations and liaise with third-party suppliers to ensure high-quality
operational services

•Be available for occasional out-of-hours support

•Perform other duties as required

技能要求

• 5 – 7 年 IT 服务台/桌面支持角色，可以承担跟多的责任
• 这是一个 100% 的现场角色;您必须能够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
• 积极主动、以解决方案为导向的思维方式， 并具有出色的解决问题的能力
• 理解用户的诉求，有同理心，且掌握与不同用户有效沟通的技巧
• 跨团队协作，并建立起信任关系
• 出色的英语书面和口头沟通能力（需要高级水平）
• 能够在最少的监督下独立工作
• 较强的时间管理和优先排序能力
• 可以在压力下仍然保持专业、平易近人的举止

Skill Requirements

• 5 – 7 years in an IT help desk / desk side support role, with increasing responsibility
• 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
• Proactive, solution-oriented mindset with excellent problem-solving skills
• Empathy and effective communication skills for interacting with diverse end users
• Proven ability to build trust-based relationships and collaborate across teams
• Excellent written and verbal English communication skills (advanced level required)
• Ability to work independently with minimal supervision
• Strong time management and prioritization abilities
• Professional and approachable demeanor under pressure