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76 WPP Jobs
Workday Service Desk Lead - NA Shift
WPP
posted 4hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Why were hiring:
- The Workday Service Desk Lead is responsible for overseeing a shift in the daily operations of the Workday service desk team. This role ensures the efficient resolution of full-suite Workday and HR Systems-related issues and requests, providing high-quality support to end-users. The lead will manage a team of service desk analysts, coordinate with other ET departments, and ensure adherence to service level agreements (SLAs).
- The lead will also be the team expert in one of the following areas: Knowledge Management, Joiners, Movers, Leavers (JML) or Training Materials
What youll be doing:
- Team Leadership: Lead, mentor, and manage a team of Workday Service Desk Analysts, providing guidance and support to ensure high performance. Be the team expert in one of the following areas: Knowledge Management, Joiners, Movers, Leavers (JML) or Training Materials
- Incident Management:
- Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the service desk operations.
- Ticket Housekeeping: Ensure the team manage tickets assigned to them, throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs and completed.
- Knowledge Base: Responsible for the team s contribution to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle
- User Support: Provide advanced support for complex Workday issues, acting as an escalation point for the team.
- Training and Development: Develop and deliver training programs for service desk staff to enhance their skills and knowledge of Workday.
- Reporting: Generate and analyse service desk performance reports, identifying trends and areas for improvement.
- Collaboration: Work closely with other ET, Finance, Finance Shared Service Centre, People teams and business units to ensure seamless support and integration of Workday solutions.
- Compliance: Ensure all service desk activities comply with organisational policies, procedures, and regulatory requirements.
What youll need:
- Proven experience in leading and managing a service desk or support team.
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
- Have a good understanding of Joiners/Movers/Leavers processes.
- A strong awareness of knowledge management ethics
- A strong understanding of both ITIL and Agile ethics
- Ability to create metric reports and present to management.
- Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
- A strong commitment to providing exceptional customer service.
- Ability to adapt to changing priorities and work effectively in a fast-paced environment.
Who you are:
Youre open
:
We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working. Youre 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. Youre 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 well give you:
Passionate, inspired people - We promote a culture of people that 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
Employment Type: Full Time, Permanent
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What people at WPP are saying
What WPP employees are saying about work life
based on 175 employees
Flexible timing
Monday to Friday
No travel
Day Shift
WPP Benefits
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