The Company

We are WPP AUNZ, Australasia’s leading marketing communications group. Through its operating companies, the Group provides a comprehensive range of advertising and marketing services including advertising & media investment management; public relations & public affairs; branding & identity; healthcare communications; direct, digital, promotion & relationship marketing and specialist communications.

Overview Of Job

To carry out the effective and efficient everyday operations of the IT Service Desk for WPP AUNZ. 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.

Responsibilities Of The Role

• 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
• Compiling, documenting and maintaining Service Desk knowledge base and standard procedures
• Liaison with Infrastructure and Management teams for assistance with project work as required

3 Best Things About The Job

• Work in a fast-paced and challenging environment.
• Enjoy a work place where each day will be different.
• Be a part of a great and supportive team.

In 3 Months

Measures of success:

• Understand the complexities of the WPP AUNZ group.
• Identify areas for improvement.

In 6 Months

• Able to work without supervision
• Help implement change/improvements

In 12 Months

• Be a trusted escalation point

What You Will Need

• 2-3 years in an IT help desk / desk side support role
• Cross-platform experience in Windows and Mac
• A strong team player
• Committed to customer satisfaction
• 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
• Ability to communicate effectively with colleagues, managers and end users in clear business language
• Shows initiative in finding ways to minimise incident recurrence
• Able to work with minimal direct supervision
• Able to manage time effectively and set priorities appropriately
• Able to maintain professional demeanour under stress