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

• Provide first and second-line technical and application support to clients
• Exhibit a composed and confident demeanour when working with clients experiencing issues
• Investigate the causes of non-conforming software and train users to implement solutions
• Monitor debugging process results
• Perform thorough regression testing when bugs are resolved
• Perform Level 1 and Level 2 support tasks, including executing user password resets as needed and processing access requests for approved applications
• Maintain detailed notes related to each support ticket, documenting error messages, troubleshooting steps, and other important information for resolution purposes
• Follow established runbook procedures to resolve user issues
• Utilize established decision trees to escalate user issues to the appropriate team
• Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs)
• Collaborate with various internal teams to resolve issues promptly
• Identify opportunities to enhance the process and/or customer experience
• Contribute to maintaining a knowledge base of information to expedite resolution of future issues
• Assist our client service team with generating client reports through the ticketing system
• Maintain and update the support ticket tracking system
• Maintain user instructions to ensure accuracy and relevancy
• Manage personnel matters, including defining roles, recruiting, and working with operational leads to effectively onboard new team members