IT Support Analyst

2 weeks ago

مصر, Egypt WPP Full time

**WPP** is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.**

**Working at WPP means being part of a global network of more than 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.**

**We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.**

**WPP and our award-winning agencies work with most of the world's biggest companies and organisations - from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards.**

**#LI-Hybrid**

**Visit our LinkedIn page to see what we're up to**

**Why we're hiring**:
At WPP, technology is at the heart of everything we do, and it is WPP IT's mission to enable everyone to collaborate, create and thrive. WPP IT is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP's petabytes of data.

As an IT Support Analyst, you will first and foremost provide exceptional service through remote and desk-side support to the global user base in a demanding, fast-paced environment. You will demonstrate exceptional technical expertise and individual initiative while maintaining a friendly, customer-focused attitude.

**What you'll be doing**:

- Providing on-site/remote support to the Cairo studio and remote support to the other AKQA offices in the EMEA region.
- Onboarding and offboarding of new and departing employees, including user account administration.
- Imaging and deployment of Mac and PC hardware as well as tracking of assetsfrom onboarding to deprovisioning—lifecycle management.
- Troubleshooting of hardware, software and networking issues on Mac and PC.
- Taking ownership of incident tickets via the Helpdesk call-logging system and ensure issues are dealt with quickly and communicated effectively, ensuring tickets that require escalation are thoroughly investigated and all action points noted before escalating.
- Responding to IT calls and problem tickets in a multi-office, multi-regional environment; following in-house procedures and escalation processes utilising our ticketing system.
- Producing clear and concise documentation and procedures for administrative tasks.
- Providing weekly IT Inductions to new staff in our EMEA region.
- Maintaining password security, data integrity, and file system security for the desktop environment.
- Support and troubleshooting of printers and copiers.
- Maintaining effective relationships with AKQA leadership and staff

**What you'll need**:

- Self-motivated and proactive spirit, with a desire to learn and grow as part of a
team.
- Ability to uphold a positive attitude at all times, even under stressful conditions.
- Experience supporting users in a multi-regional environment.
- Proven ability to handle challenging, rapid-response user support.
- Proven ability to resolve problems efficiently and effectively, recognising customers' competence levels and approaching each level appropriately.
- Excellent communication skills in English (written and spoken).
- Proven ability to balance, prioritise and organise multiple tasks.
- Have a strong customer service ethos, a commitment to quality, and the will to drive improvements constantly.

**Who you are**:
**You're open**_:_** **We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

**You're optimistic**_:_** We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with confidence: to try the new and to seek the unexpected.

**You're extraordinary**: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we deliver extraordinary every day.

**What we'll give you**:
**Passionate, driven people** - We champion a culture of people that do extraordinary work.

**Scale and opportunity** - We offer the opportunity to create, influence and deliver projects at a scale that is unparalleled in the industry.

**Challenging and stimulating work** - Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

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