Helpdesk Manager

·       Helpdesk & Service Management Excellence:

• Serve as the primary point of contact (POC) for the Groupe helpdesk service tool, efficiently resolving user issues and ensuring high levels of client satisfaction.
• Proactively manage the Facilities Service Now ticket dashboard, ensuring timely allocation and resolution of reactive requests to consistently meet, exceed Service Level Agreements (SLAs).
• Routinely maintain and review the Helpdesk guide/manual, proactively adapting procedures to meet evolving business needs and optimize service delivery.Continuously familiarize yourself with helpdesk functionalities to provide expert guidance and ensure operational efficiency.

• Front-of-House & Access Control:

• Assist in the management of the TVC Publicis access control system, including the efficient issuance, deactivation of access passes, access passes for all pre-booked guests and proactively communicate updates on host availability, liaising with TVC Estate security, thus ensuring a professional and positive visitor experience.

• Event Support & Facilities Coordination:

• Coordinate and support the TVC setup and derigging of all meeting room requests, UK and global business development pitches, often under tight deadlines and with precision, which could be offsite or within other Groupe Buildings.
• Collaborate and provide essential support across various Facilities service lines as needed, demonstrating a flexible and team-oriented approach.

• Compliance & Adaptability:

• • Ensure strict adherence to all health and safety policies, systems, and procedures to maintain a safe and compliant working environment.
  • Demonstrate flexibility in shift patterns, work methods, and departmental support to ensure the smooth, continuous operation of all sites, acting as a committed advocate for Publicis.
  • Arrange essential cover for team absences (e.g., sickness, holidays) across various London locations, often with short notice, to maintain operational continuity.
  • Undertake additional duties and ad hoc projects as reasonably requested by management, contributing to overall team objectives and adapting to changing priorities.

• Deliver Exceptional Client & User Resolution:
  • Accountable for effective, client-centric resolution of all helpdesk issues, thus ensuring a high level of satisfaction and minimal operational disruption.

• Ensure Seamless Operational Planning & Service Reliability:
  • Accountable for the meticulous planning, scheduling, and execution of facilities services (e.g., pitch setups, meeting room configurations, hospitality requests), proactively preventing conflicts and guaranteeing consistent adherence to all Service Level Agreements (SLAs).

• Cultivate a High-Performing Service Team:
  • Accountable for the effective leadership of the helpdesk development and motivation of the helpdesk operation through the reception supervisor team

Essential Experience & Qualifications:

• Service Excellence Background: Minimum of 2 years dedicated experience in a corporate service helpdesk role, or a similar high-volume service delivery role and demonstrate proficiency with Microsoft Office (Outlook, Word, Excel), including advanced skills in calendar/meeting room booking systems. Managing complex schedules, conflicting demands, and resource allocation to ensure seamless operational flow.

Essential Skills & Competencies:

• Exceptional Problem-Solving: A proactive and innovative problem-solver, adept at quickly identifying and resolving complex issues (e.g., calendar booking clashes, client resolutions) with creative "outside-of-the-box" solutions, ensuring minimal disruption and maximum satisfaction.
• Resilience Under Pressure: Proven ability to remain calm, focused, and effective in a demanding, fast-paced environment with a constant flow of requests, confidently triaging and prioritizing tasks to meet tight deadlines.
• Outstanding Communication & Interpersonal Skills: Excellent verbal and written communication, capable of building rapport, managing expectations, and conveying information clearly and professionally at all levels.
• Client-Centric Approach: A deeply customer-focused individual with a natural ability to anticipate and understand client and visitor needs, consistently striving to exceed service expectations.
• Meticulous Attention to Detail: A sharp eye for accuracy and detail, ensuring precision in all tasks from guest registration to calendar management and complaint resolution.
• Organisational Prowess: Strong organisational skills, with the ability to effectively manage multiple calendars, competing requests, and various administrative tasks simultaneously.

Personal Attributes:

• Proactive & Motivated: A highly motivated individual who takes initiative, identifies opportunities for improvement, and drives personal and team learning, enthusiastic and positive disposition, eager to take on new challenges and contribute actively to team success.
• Flexible & Adaptable: Willingness and ability to work flexibly in accordance with business needs, including varying shift patterns and supporting the wider Publicis team across different locations.
• Team Player: A collaborative individual who thrives in a team environment while also being capable of working autonomously when required.
• Complaint Resolution & Diplomacy: Ability to handle complaints and challenging situations professionally and empathetically, always maintaining a positive outlook and striving for swift, equitable resolutions.