IT Helpdesk Technician - IT - Ogilvy Ghana

Responsibilities

• Deliver world-class, on-site support services to WPP employees, agencies, and visiting clients, adhering to predefined structures and standards.
• Provide dedicated on-site support for designated WPP agency locations, with potential travel to additional locations, and remote support across the wider region as needed.
• Ensure the delivery and support of IT deskside operations and all standard technology services, including meeting room AV.
• Develop excellent relationships with business users, fostering a customer-centered culture, empowering end-users, and educating them on Enterprise Technology services.
• Accurately log all IT engagements into a ticketing system for demand and performance reporting.
• Manage employee onboarding and offboarding processes, including user account administration and asset management.
• Perform Level 1 and 2 incident and problem management, including diagnosis, liaison with internal/external resources, and ticket lifecycle management.
• Ensure security procedures are followed and monitor third parties during service engagements.
• Escalate issues to Infrastructure and/or Management teams as required.
• Manage and support simple user and office relocations.
• Possess an understanding of unique line-of-business technologies.
• Compile, document, and maintain the Service Desk knowledge base and standard operating procedures.
• Oversee the deployment of hardware and software to end-users, along with installation/removal and break/fix/warranty replacement of IT equipment.
• Manage IT asset procurement, inventory, and lifecycle.
• Collaborate with all IT functions within the Enterprise Technology operating model to fulfill business needs, promote global standards, and execute localized support priorities.
• Manage escalations and work with third-party suppliers to ensure operational services meet business requirements.
• Perform basic device troubleshooting, cable management, and provide console access for higher-level teams for incident resolution or scheduled changes.
• Conduct/account for infrastructure testing pre/post deployment of changes and liaise with local application owners for additional testing.
• Facilitate and support the refresh of local infrastructure (network and server).
• Support the review of local licensing demand for software assets.
• Be available for out-of-hours support when necessary.
• Role Requirements:
• Education: Bachelor's degree in computer science, Information Technology, Information Systems, or Computer Engineering.
• Experience: 3 - 5 years in an IT help desk / desk side support role.

Requirements

• Strong cross-platform experience with Windows and Mac operating systems.
• Working knowledge of Audio/Visual (AV) technology.
• Excellent problem-solving skills.
• Strong empathy and effective communication with end-users.
• Ability to build excellent relationships based on trust and mutual respect.
• Excellent written and verbal communication skills.
• Effective time management and prioritization skills.
• Ability to maintain a professional demeanor under stress while remaining friendly and approachable.
• Proactive and "can-do" attitude.
• Company Overview:
• Ogilvy Beliefs:
• People need regular OS upgrades: Even the best OS will be obsolete tomorrow unl

Benefits

Additional Information

Role Summary: The End User Services Engineer will play a critical role in carrying out the effective and efficient everyday technology operations for WPP Enterprise Technology. This role involves providing essential Level 1 and 2 IT support to WPP employees and agencies, managing IT service desk issues, and collaborating on infrastructure and management projects. The Specialist is a trusted, hands-on resource critical for enabling stakeholders to collaborate, create, and thrive within a transforming technology environment, operating 100% on-site.

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