Technical Support Relationship Management Communications Empathy
• Provide on-site/remote support to the WPP agencies located in Ho Chi Minh City. • Ensure IT deskside operations and all standard technology services including AV are delivered as needed • Develop excellent relationships with key internal stakeholders (HR, Finance and Admin) • Lead a customer-centered culture, championing activities to empower end users to get maximum utilization of IT, including organizing training programmed and the appointment super-users in relevant technology spaces • Educate the business on how to use the IT service and maximize benefits • Educate the business about IT policies, procedures, security, and compliance • Provide remote support, as needed, to WPP agencies and across APAC region • Onboarding and offboarding of new and departing employees, including user account administration. • 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 needed • Manage simple user and office relocations • Supervise and assist with deployment of new hardware and software to end users • Subject Matter Expert for 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 and support the business drive down IT costs. • To establish strong relationships with all the IT functions within the WPP IT operating model to ensure the needs of their location are fulfilled • Support WPP Global in promoting global standards and ensuring local implementation • Support other IT teams with IT changes and ensure global infrastructure/ OpCo programmes are localized and executed to plan. • Support local IT compliance activities • Own escalation management and have direct access all third-party suppliers to ensure operational services meet business requirements. • Availability where necessary for out-of-hours support • Other duties as needed.
• 5+ years in an IT help desk / desk side support role • Cross-platform experience in Windows and Mac • Can-do attitude • Someone that can empathies 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 • Able to work with minimal direct supervision
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• Able to manage time effectively and set priorities appropriately • Able to maintain professional demeanor under stress
Line Manager
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