Deploy and maintain recent workstations
Provide technical support for desktop issues
Support VIP members of WPP Production.
Assist users in the Joint Ventures, liaising with WPP team/IBM/Kyndryl Deskside support at WPP Production to ensure the site is fully supported.
Document and update documentation on standard procedures.
Escalate and formally report faults to specialist engineers (including third party support when required)
Working with standard application suites and custom workflow tools at WPP Production (detailed below)
Maintain meeting rooms’ A/V equipment’s
Technical support for in-house agency facilities
Adobe Creative Cloud support
Microsoft Windows, Office 365 support
Apple Device Support
Monitor service management system activity and log / acknowledge incidents and service requests, allocating appropriate category and priority definitions
Respond against defined Service Level Agreements and Key Performance Indicators and ensure that appropriate and timely responses are provided
Complete first line investigation and diagnosis,



updating incident records as necessary
Carry out, and report on daily system health checks for all supported applications
Triage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary
Resolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution
Participate in major incident events, adhering to defined best practice
Review incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems
Maintain the Knowledge Base, updating documentation where appropriate
Weekend on-call coverage rota for Major Incidents (P1’s and P2’s)
Good experience of Apple macOS support, hardware troubleshooting.
An excellent working knowledge of technical support for desktop issues
Effective problem solving, able to r

📌 Production Support Engineer/ IT Support (Mumbai)
🏢 WPP Production Chennai
📍 Mumbai