Job Information
Publicis Groupe Associate - Onsite Tech Support in Manila, Philippines
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