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It Support Engineer

WPP AUNZ - Melbourne, VIC

Source: uWorkin


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