Publicis Groupe is one of the largest advertising agency holding companies in the world as well as a global leader in the fields of marketing, communications, and digital transformation. Driven by data, cutting-edge technology, and creativity, our solutions enable brands to provide customers with tailored experiences on a large scale. We utilise the Power of One operating model to integrate and develop competencies that will create increasing business value for existing and future clients. We are present in more than 100 countries and employ in excess of 90,000 professionals.  Publicis Groupe includes  world-renowned agencies such as Saatchi & Saatchi, Leo Burnett, Publicis Sapient, Zenith, Starcom, Publicis Health, and Epsilon amongst others.

Publicis Re:Sources is part of the Global organization Publicis Groupe providing support to our agencies in over 100 countries. Although we are spread around the world we are one Re:Sources team, excited by challenges and relentless in our pursuit of excellence. Re:Sources is a high energy environment fuelled by collaboration, imaginative thinking and initiative. At Re:Sources, we’re the backbone of Publicis Groupe, we provide our peers technology, finance, operations, and legal solutions that enable them to excel with their clients

Provide L1 & L2 on-site support (PC and Mac) including:

• Configure, deploy, troubleshoot and support PCs and Macs to Publicis Re:Sources standards
• Use remote solution Bomgar to apply software upgrades, system changes and amendments
• Install, configure, and maintain hardware components as required
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of these issues and classify their level, priority and nature
• Document procedures, standards, best practices configurations, settings, installation sequences and roll back instructions
• Maintain computer, telephone and audio-visual equipment in the agency meeting rooms
• Perform general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment according to Publicis Re:Sources standards
• Provide ad-hoc basic IT user training as required
• Review open calls (Incidents and Requests) and action them in order of priority
• Update Incidents and Requests (within the ServiceNow Service Management tool) with relevant actions to keep the users and others informed of call progress
• Escalate issues and involve other Field Service Engineers wherever required in order to resolve issues as quickly as possible
• Ensure that assets are correctly updated and in the correct status in Service Now
• Liaise with other teams when required to fix technical issues
• Ensure that operational processes are adhered to including Incident Management, Request Management, Major Incident Management, and Problem Management
• Participate as required in agency integrations, technology projects and desk moves.
• Any other duties designated by the Field Services Team Leader

Act as 1st and 2nd line on site support for agency users.

Liaise with Service Desk, Field Service Engineer Team, Service Delivery Managers, Infrastructure Team, 3rd Party vendors, Groupe IT Teams

Experience/Qualifications/Certifications

• General academic achievement GCSE/BTEC/A Level and/or equivalent in an IT discipline.
• Microsoft or Apple qualifications desirable but not essential
• Hands on experience with different desktop based and networking technologies
• Hands on experience with different mobile technologies (Smart phones, tablets etc)

Knowledge

• Good working knowledge of Microsoft or Apple desktop products and Operating Systems
• Working knowledge of Microsoft Office suite of products
• Is aware of compliance and regulations as a framework for IT activities.

Skills (including technology)

• Desktop/laptop     hardware    technologies     and     common     fault-finding techniques is desirable
• Efficiently manages workload and projects within set timelines and to agreed budget, achieving set objectives.

Attributes/behaviours

• Passion for IT, new technologies and a willingness to learn
• Embraces creativity, innovation and is open to new ideas.
• Ability to clearly articulate solutions and suggestions to others
• Works cooperatively and flexibly with other members of the team.

Adapts well to and is energised by change whilst maintaining focus on key business goals and personal objectives.

As part of our dedication to create an inclusive and diverse workforce, Publicis Groupe is committed to equal access to opportunity for people without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity or religion. 

As a Publicis Re:Sources employee, an array of benefits are offered. The learning opportunities are endless and you will be a part of a game-changing and world-class organisation that encourages outside-the-box thinking and empowerment to know that the world is your oyster when it comes to your career.