Company: Interpublic GIS (UK) Limited

Reporting to: Service Manager

Department: IT

Working Pattern: Hybrid 4/1

POSITION SUMMARY:

Working as part of the IPG IT organisation, the role of the Technology Delivery Analyst is to provide first and second line technical support to telephone, email and in-person requests for Mediabrands, one of IPG’s agencies. The post holder will ensure that support issues are dealt with promptly and appropriately, escalating to the wider IPG IT organisation as required, as well as third parties.

This is a technical role and, as such, requires the individual to be able to diagnose and resolve issues promptly and effectively. When resolving issues, you will then also communicate the resolution in a manner which is clear to understand to internal and external partners.

IPG Mediabrands is the media and marketing solutions division of Interpublic Group (NYSE: IPG). IPG Mediabrands manages over $47 billion in marketing investment globally on behalf of its clients across its full-service agency networks UM, Initiative and Mediahub and through its award-winning specialty business units Healix, Kinesso, MAGNA, Mediabrands Content Studio, Orion Holdings, Rapport, and the IPG Media Lab. IPG Mediabrands clients include many of the world’s most recognizable and iconic brands from a broad portfolio of industry sectors including automotive, personal finance, consumer product goods (CPG), pharma, health and wellness, entertainment, financial services, energy, toys and gaming, direct to consumer and e-commerce, retail, hospitality, food and beverage, fashion and beauty. The company employs more than 18,000 diverse marketing communication professionals in more than 130 countries. Learn more at www.ipgmediabrands.com.

ESSENTIAL FUNCTIONS:

To provide first and second level technical support to telephone, email and in-person requests from users for all PC hardware, software, and associated peripherals.

Essential duties and responsibilities include, but are not limited to:

To log support calls and document their outcome to facilitate the resolution of common queries
To redirect or escalate support requests as appropriate to the wider IPG IT organisation and third parties
Pro-actively provide information to users on the progress of outstanding support calls
To contribute to ensuring that the IT systems and software are kept up to date and messages are passed on and feedback received promptly
To deploy PCs and associated peripherals including new installations and the redeployment of existing equipment
To install and configure operating systems to agreed standards under the direction of the Service Manager
To setup new starters from AD user creation to ensuring all IT equipment is in place for user
To remove access through proper processes when a user leaves the business, ensuring all equipment is returned and repurposed
To maintain the existing PCs and peripherals to standards determined by the Service Manager, by performing upgrades, new installations, booking repairs and carrying out routine procedures
To assist in the compilation and maintenance of an accurate inventory of hardware and software
To assist in the compilation of the Technology Delivery team’s technical documentation, guidelines and procedures and ensure they are disseminated to users
Security and Compliance: All IT staff must familiarize themselves and comply with all information security and compliance rules, regulations, and policies
To assist in the planning and implementing of Projects related to the improvement of IT apps and services
To liaise with colleagues in all Technology Delivery and Technical Development teams within IPG to ensure continuity of service for all users
To always provide a professional, courteous, and rapid response to individual users
To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:

Experience of using helpdesk ticketing solutions.
Experience of working with a large, corporate Active Directory structure
Experience using Microsoft O365 (Windows 10/11 and Office Suite)
Hardware troubleshooting knowledge including laptops, monitors, printers, and AV
Basic Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS
Mac OS experience and basic troubleshooting
Able to communicate efficiently and courteously, focusing on customer service
An appetite to learn and develop, with an outstanding work ethic

We, Interpublic Group (IPG), are an equal opportunity employer and value diversity at our company. We do not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, sexual orientation, age, marital status, veteran status, or any other basis prohibited by law.

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Technology Delivery Analyst - Leeds office

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