End User Services Engineer | IT | Ogilvy Ghana

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.

Key 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.

Skills:

• 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:

The Ogilvy Africa Network is the largest agency network on the continent, serving over 40 countries with a team of 900 people across Central, East, and West Africa. Headquartered in Nairobi, Kenya, Ogilvy Africa works with a prestigious portfolio of clients, including AB InBev, Airtel, Bajaj, Bill & Melinda Gates Foundation, Coca-Cola, Diageo, Equity Bank, European Union, KFC, Mastercard, NCBA, Nestle, Philips, PwC, Total Energies, UNICEF, Unilever, and WWF, among others.

Ogilvy Africa's unique operating model, One Ogilvy, allows for seamless omnichannel experiences for clients' consumers. The agency leverages data, content, and technology to create impactful campaigns and strives to be the best-practice agency model for developing and emerging markets. With a history of winning top regional and global awards, including Cannes Lions, Clio Awards, Dubai Lynx Festival, SABRE Awards, Loeries, and WARC, Ogilvy Africa is a leading force in the industry. Ogilvy is a global network of WPP and was recently named the #1 creative network in the world by WARC (2023). Ogilvy believes in diversity as a competitive advantage and is committed to a fair and inclusive hiring process.

Ogilvy Beliefs:

• People need regular OS upgrades: Even the best OS will be obsolete tomorrow unless it's constantly upgraded. The same is true for people.
• We need more cows than milkmen: We are a culture of practitioners, not managers. We contribute before we comment.
• Creative about creativity: Creativity is, and will always be, our differentiator. Creativity now includes the holy trinity of Data-Content-Tech.
• Diversity is a competitive advantage: New profiles, new skills, and new styles of leadership make us a stronger company.
• Collaborative advantage > Competitive advantage: Find partners who are on top of their game at the skill set we need. It's the only way to scale at speed without pretending to have all the answers.
• Team > Individual: You get a lot more done when everyone stops worrying about who gets credit at the end. Teams succeed, individuals fail.
• Fail often, fail fast: We see the intrapreneur in all our people and encourage a culture of pilots. Test, succeed, and scale; or fail fast, learn from the failure, and start something new.