Senior IT Support Analyst

WPP; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

WPP seeks a Senior IT Support Analyst to enhance on-site IT services, deliver outstanding support to employees, and lead a team of engineers. This role involves resolving complex technical issues and ensuring high-quality service delivery, making a significant impact as WPP undergoes digital transformation in its technology landscape. Ideal candidates possess 5-7 years of relevant experience and exceptional problem-solving skills.

Benefits

Professional development opportunities

Collaborative work culture

Flexible working options

Qualifications

• 5 – 7 years in an IT help desk / desk side support role with increasing responsibility.
• Strong cross-platform expertise in Windows and Mac OS.
• Excellent written and verbal English communication skills (advanced level required).

Responsibilities

• Deliver exceptional on-site IT support to WPP employees and agencies.
• Manage onboarding and offboarding processes, including user account administration.
• Lead a small team of Junior Engineers.

Skills

Problem-solving

Communication

Customer Service

Tools

AV technology

Windows

Mac OS

Job description

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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 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we're hiring:

At WPP, technology is at the heart of everything we do, and it is the Technology Operations teams mission, as part of Enterprise Technology, to enable our stakeholders to collaborate, create and thrive. Enterprise Technology 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 a Senior End User Services Engineer, you will be a key leader within our Technology Operations team, delivering advanced on-site support and shaping the user experience for WPP employees and agencies. You’ll resolve complex technical issues, mentor junior staff, and drive continuous improvement as we modernize our technology landscape. This is an exciting opportunity to make a significant impact and contribute to WPP’s ongoing digital transformation.

What you'll be doing:

• Deliver exceptional on-site IT support to WPP employees, agencies, and visiting clients, in line with WPP standards
• Lead a small team of Junior Engineers
• Deliver deskside support and ensure all standard technology services, including AV and meeting room technology, are maintained
• Build strong relationships with business stakeholders (e.g., HR, Finance, Admin) to understand and address their technology needs
• Provide oversight of Campus Technology HUB - responsible for scheduling, preparation and training for big-bangs (e.g., RTO support, tenant migrations, etc) and ensuring a white glove experience
• Responsible for Campus IT asset inventory and Life cycle management compliance
• Lead a customer-focused culture by organizing training sessions and empowering end users to maximize their use of IT tools
• Educate colleagues on IT services, policies, security, and compliance best practices
• Manage onboarding and offboarding processes, including user account administration and asset management
• Resolve Level 2 and 3 incidents and problems, collaborating with internal and external teams for timely resolution
• Escalate complex issues to Infrastructure or Management teams when required
• Supervise and assist with deployment of new hardware and software to end users
• Support user and office relocations as needed
• Serve as a subject matter expert for unique line-of-business technologies
• Contribute to the Service Desk knowledge base and documentation
• Manage IT asset procurement, inventory, and lifecycle, supporting cost optimization
• Collaborate with global IT functions to implement standards and support local business needs
• Support local IT compliance activities and ensure adherence to global standards
• Manage escalations and liaise with third-party suppliers to ensure high-quality operational services
• Be available for occasional out-of-hours support
• Perform other duties as required
  
  

What you'll need:

• 5 – 7 years in an IT help desk / desk side support role, with increasing responsibility
• This is a 100% on-site role; you must be able to work from one of our designated office locations
• Strong cross-platform expertise in Windows and Mac OS; working knowledge of AV technology
• Proactive, solution-oriented mindset with excellent problem-solving skills
• Empathy and effective communication skills for interacting with diverse end users
• Proven ability to build trust-based relationships and collaborate across teams
• Excellent written and verbal English communication skills (advanced level required)
• Ability to work independently with minimal supervision
• Strong time management and prioritization abilities
• Professional, approachable demeanor under pressure
  
  

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 conviction: 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 provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work

Scale and opportunity – We offer the opportunity to create, influence and complete 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?

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

Please read our Privacy Notice (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Advertising Services

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