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:
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
