Group Helpdesk Administrator

WPP; London; Hybrid; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a GR Helpdesk Administrator to support its global finance team. In this role, you will be the first point of contact for user inquiries, providing essential troubleshooting and support. You'll collaborate with IT teams to resolve issues and ensure a positive user experience. This position offers a unique opportunity to work with a diverse group of professionals and contribute to the success of a global organization. If you thrive in a dynamic environment and are passionate about customer service, this role is perfect for you.

Benefits

Flexible working hours

Career development opportunities

Collaborative work environment

Health and wellness programs

Qualifications

• At least 1 year of experience in a customer-facing support role.
• Familiarity with JIRA or other service desk software.

Responsibilities

• Log and track system user inquiries using email and JIRA service desk.
• Provide informative responses and troubleshoot user issues.

Skills

Customer Support Expertise

Service Desk Proficiency

Technical Confidence

Essential IT Skills

Exceptional Communication Skills

Proactive & Positive Attitude

Quick Learner & Detail-Oriented

Team Player & Self-Reliant

Education

1 year experience in customer-facing support role

Tools

JIRA

Microsoft Office

Job description

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:

Reporting to the Group Financial System Manager, the GR Helpdesk Administrator is a vital member of our team, providing effective and efficient support to the WPP Finance organisation. You'll be the first point of contact for the GR Support helpdesk, logging and resolving 1st line issues as they arise. As a trusted resource, you'll also assist with project work, contributing to the team's overall success.

This role offers a fantastic opportunity to be an integral part of a team that supports finance colleagues around the world who rely on the group's global consolidation system.

What you'll be doing:

Key Responsibilities: Be the Go-To Problem Solver for Our Global Finance Team

1. Query Management: Log and track system user inquiries using email and the JIRA service desk, ensuring all requests are captured and addressed.
2. User Support & Troubleshooting: Provide informative and helpful responses to users, troubleshooting issues and driving a positive support experience.
3. Collaboration & Escalation: Liaise with other IT support teams to find effective solutions for user issues, escalating complex problems as needed.
4. Process Adherence: Follow established helpdesk processes and procedures to ensure consistent and efficient support.
5. Knowledge Resource: Research answers using available information resources, continuously expanding your knowledge of our financial systems.
6. Effective Communication: Communicate clearly and professionally with users at all levels, including senior management.
7. Security Administration: Process security changes within financial applications, ensuring data integrity and access control.
8. Continuous Learning: Develop a deep understanding of our financial applications and stay up-to-date on changes and updates.

Additional Information:

• Shift Rotation: After a training period, you'll participate in a rotating evening shift (4:30 PM - 11:30 PM) for one week per month. This shift is worked remotely and replaces your regular office hours for that week.

What you'll need:

What You'll Bring to the Team:

1. Customer Support Expertise: At least 1 year of experience in a customer-facing support role, demonstrating a commitment to providing excellent service.
2. Service Desk Proficiency: Familiarity with JIRA or other service desk software, enabling you to efficiently manage and track support requests.
3. Technical Confidence: Confidence in using systems and troubleshooting errors, with a knack for finding solutions and resolving issues.
4. Essential IT Skills: Solid IT skills, including proficiency in Microsoft Office, particularly Excel, allowing you to effectively utilize these tools in your daily tasks.
5. Proactive & Positive Attitude: A professional, self-motivated approach with a positive, can-do attitude, demonstrating your enthusiasm for helping others.
6. Quick Learner & Detail-Oriented: An ability to learn quickly and retain knowledge, with a keen attention to detail, ensuring accuracy and thoroughness in your work.
7. Exceptional Communication Skills: Excellent communication skills, enabling you to effectively interact with users at all levels and convey information clearly and concisely.
8. Team Player & Self-Reliant: Well-organized and comfortable working both independently and as part of a team, demonstrating your adaptability and collaborative spirit.

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?

#LI-Onsite

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.

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