Publicis Groupe

Runs advertising and digital transformation services

Associate Tech Support

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeMakati, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

Minimum 2 years of prior experience in Technical Support.
Work onsite in the Philippines office 5 days a week from 8am to 5pm.
Basic to intermediate knowledge of computer hardware fundamentals.
Ability to repair and replace hardware components.
Basic to intermediate understanding of software packages and utilities used for diagnostics, repairs, and computer technical issues.
Basic to intermediate software troubleshooting skills.
Good working knowledge of navigating systems and creating reports when required.
Basic hardware and software troubleshooting skills.
Basic networking knowledge.
Knowledge of IT asset inventory.
Familiarity with ticketing systems and other IT support tools, including ServiceNow, Jamf, LionHunt, and File Tracker.
Customer service experience.
Ability to work under strict supervision.
Ability to analyze issues and provide solutions.
Ability to maintain an even temper and repeat and explain information as necessary.
Strong attention to detail and ability to see tasks through to completion.
Good written and oral communication skills.
Ability to work independently and proactively, and demonstrate resilience.
Ability to stay organized, manage competing priorities, and deliver within tight timeframes.
Ability to maintain confidentiality when around, or when having access to, sensitive information.
Ability to work safely and follow company and workplace health and safety procedures.
Ability to identify new hazards and advise a manager or workplace health and safety representative/coordinator within 24 hours.
Ability to report incidents and accidents to a manager or workplace health and safety representative/coordinator as soon as possible.

Responsibilities

Install, configure, and maintain local infrastructure, including desktops, servers, hardware, operating systems, software, telephony, and networking.
Identify, analyze, troubleshoot, and resolve IT incidents and service requests within specified service-level agreement timeframes.
Adhere to operational and change-management processes and procedures.
Manage customer expectations through regular and effective communication and updates.
Escalate severe incidents to the Country IT manager/team lead or relevant regional functional lead.
Provide customer induction and training as required.
Perform routine operational and administrative duties, including identity provisioning, access control, and backup and restore.
Assist with and support Groupe initiatives, projects, and operational matters as required.
Work closely with the Global Solution Centre and other functional IT teams on day-to-day customer support matters.
Respond to issues in a controlled and professional manner.
Communicate with the agency user community in non-IT language.
Support client pitch activity to a high standard.
Investigate user problems patiently to determine solutions.
Work extended hours from time to time when required to achieve immediate business-driven results.
Provide first-level technical support to end users and customers within Publicis Groupe agencies in the market, remotely and/or onsite, covering desktop services, network and wireless infrastructure, file and print services, applications, and messaging.
Assist with implementing initiatives and projects in line with Groupe strategy.
Work individually with the user/customer community and collaborate with the wider local and regional Resources IT team as required.
Develop and maintain strong working relationships with Re:Sources personnel across the business.
Maintain communication and behavior standards that foster customer and service excellence within Re:Sources and across customer and supplier organizations.

Company description

Company Description:

Publicis Re:Sources is the backbone of Publicis Groupe, the world’s most valuable agency group. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.

Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 5,000+ employees in over 66 countries. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management.

We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at.

Website

https://www.publicisresources.com

Overview

Main Purpose:

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.

Responsibilities

Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking)
Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes
Ensure the correct operational and change management processes and procedures are adhered to at all times
Manage customer expectation with regular & effective communication and updates.
Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead.
Provide customer induction & training as and when required
Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore)
Assist & support Groupe initiatives/projects and operational matters as and when required.
Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.

Key duties:

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

Qualifications

Experience & Knowledge

Minimum 2 yrs of prior experience in Technical Support
Working onsite in the Philippines office 5 days a week from 8am till 5pm
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
Basic hardware/software troubleshooting
Basic knowledge for networking
Knowledgeable about IT asset inventory
Familiar with ticketing systems and other IT support tools
Excellent customer service experience.
Ability to work under strict supervision.

Tools experience - Service Now, Jamf, LionHunt, File tracker, etc.

Attributes/behaviours

Ability to analyse issues and provide solutions
Ability to maintain an even temper and 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 organized with the ability to work with competing priorities and delivery within tight timeframes.

Additional information

Personal & Team Accountabilities

Actively develop and maintain strong working relationships with all Re:Sources personnel both at a interpersonal level and across all business processes within the wider business environment.

Actively maintain communication and behaviour standards that foster a culture of strong customer and service excellence both within Re:Sources and across all customer and supplier organisations.

Health and Safety

Undertake all work in a safe manner and follow all company and workplace health and safety procedures
Identify new hazards and advise manager or workplace H&S representative/co-ordinator within 24 hours of identification.
Report incidents and accidents to manager or workplace H&S representative/co-ordinator as soon as possible

About the Company

Publicis Groupe

Runs advertising and digital transformation services

Publicis Groupe runs advertising, media buying and digital transformation services for companies that want to reach consumers, coordinate campaigns and improve their business systems. Its agency network includes creative and media specialists, while Publicis Sapient builds and modernizes the technology behind clients' operations. Epsilon adds customer data and marketing technology that connect brands with audiences and measure campaign results. Clients pay for consulting, campaign creation and execution, with production and media costs billed through alongside the group's service work. Founded in 1926, Publicis Groupe is headquartered in Paris, France.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1926

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