Associate L1 - IT Field Support

Company Description

PUBLICIS RE:SOURCES is an established and dynamic Shared Services Organization that provides Finance, Accounting, Payroll and IT Services to companies within the Publicis Groupe. Publicis Groupe, based in France, is the third largest communication group worldwide. The Groupe owns three of the top global advertising networks: Leo Burnett, Saatchi & Saatchi and Publicis. With PUBLICIS RE:SOURCES, you will have the opportunities to work with these interesting and creative media and advertising agencies and chart your career path with us. To support our expanding service offering, we are seeking candidates who are ambitious, high caliber and dynamic to join our team.

Job Description

Provide IT technical support, by remote and/or onsite means, to the end user/customer community in the Publicis Groupe Agencies within the market. 

This involves first level technical support of all matters of IT, including but not exclusive to, Desktop Services, Network & Wireless Infrastructure, File & Print Services, Applications and Messaging. The role also involves assisting with the implementation of any initiatives or projects in line with Groupe strategy. 

The role requires an individual to not only be customer focused and to be able to work individually with the user/customer community, but also to work as part of a wider local & regional Resources IT team and interact and assist that team where and when required. 

Key Accountabilities: 

1. Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking) 

2. Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes 
3. Ensure the correct operational and change management processes and procedures are adhered to at all times 
4. Manage customer expectation with regular & effective communication and updates.
5. Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead. 
6. Provide customer induction & training as and when required 
7. Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore) 
8. Assist & support Groupe initiatives/projects and operational matters as and when required. 
9. Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.

Key duties:

1. React to issues in a controlled and professional manner 
2. Communicate with the agency user community in non-IT language 
3. Be discreet and maintain confidentiality when around, or have access to, sensitive information. 
4. Ensure client pitch activity is supported to the highest standard 
5. Investigate patiently about a user problem to better determine the solution 
6. From time to time, may be required to work extended hours to achieve immediate business driven results 

Qualifications

Experience & Knowledge

• Basic to intermediate knowledge of computer hardware fundamentals 

• Ability to repair and replace hardware components 

• Basic to intermediate understanding of various software packages and utilities for diagnostic, repair and technical issues for computer issues 

• Basic to intermediate knowledge around software troubleshooting skills 

• Good working knowledge of how to navigate systems and create reports when required 

Attributes/behaviours

• Ability to analyse issues and provide solutions 

• Ability to maintain an even temper, to repeat and explain information as necessary 

• Strong attention to detail and ability to see tasks through to completion 

• Good communication skills (written and oral)

• Independent, proactive & resilient 

• Well organised with the ability to work with competing priorities and delivery within tight timeframes. 

• Ability to work in a team environment and share information with new staff