IT Support Analyst at WPP in San José, San José, Costa Rica

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We have been building the world's most valuable brands for 50 years and have global reach across 100+ markets, with deep local expertise. 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. For more information, visit WPP.com. 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 an IT Support Analyst, you will play a key role in supporting our employees, agencies, and clients with reliable, modern technology solutions. You’ll be part of a collaborative, global Technology Operations team, providing essential on-site support and helping drive our transition to cloud-based services and digital experiences. What you'll be doing: Deliver exceptional on-site IT support to WPP employees, agencies, and visiting clients, in line with WPP standards Provide remote support to regional offices as needed Ensure deskside operations and standard technology services, including meeting room AV, are maintained and supported Build strong relationships with business users, understanding their needs and delivering tailored support Champion a customer-focused approach, empowering end users to make the most of technology tools Educate users on IT services, policies, and best practices Accurately log all IT engagements in the ticketing system for reporting and performance tracking Manage onboarding and offboarding processes, including account administration and asset management Resolve Level 1 and 2 incidents, collaborating with internal and external teams for timely resolution Maintain security protocols and monitor third-party engagements Escalate complex issues to Infrastructure or Management teams when required Support user and office relocations, hardware/software deployments, and warranty replacements Manage IT asset procurement, inventory, and lifecycle Contribute to the Service Desk knowledge base and documentation Collaborate with global IT functions to implement standards and support local business needs Facilitate infrastructure refreshes and basic device troubleshooting Support software licensing reviews and compliance activities Be available for occasional out-of-hours support Perform other duties as required What you'll need: 3–5 years’ experience in IT help desk or deskside support roles 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 Excellent problem-solving skills and a proactive, can-do attitude Empathy and effective communication skills with diverse end users Ability to build trust-based relationships and collaborate across teams Strong written and verbal English communication skills (advanced level required) Effective 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? #LI 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.