Re:Sources is the backbone of Publicis Groupe, the world's third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re: Sources has grown to 5,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients.
In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients.

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, analyze, 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.

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.

Must have Bachelor's Degree

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 organized 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.