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Global Talent Acquisition Specialist (APAC) @Publicis ReSources | Quality Assurance Manager - ex IQVIA, LTIMindtree | ISTQB | ICP- Certified Agile…
About the Company
Resources 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.
About the Role
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.
Qualifications
- 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
Required Skills
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
Attributes/behaviours
- Ability to analyse issues and provide solutions
- Ability to maintain an even temper, to repeat and explain information as necessary
- Robust attention to detail and ability to see tasks through to completion
- Good communication skills (written and oral)
- Well organised with the ability to work with competing priorities and delivery within tight timeframes.
Preferred Skills
Business Compliance:
- Ensure a sound understanding of, demonstrate commitment to & comply with all legislation, Publicis Global IT Policies and all other Publicis Groupe Policies relevant to your role & all activities undertaken in that role.
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
Key relationships:
- Agency user community
- Colleagues within IT Field Support team
- Country IT Manager and/or Team Lead
- IT Solution Centre & other IT Functional Teams
Seniority level
- Associate
Employment type
- Full-time
Job function
- Information Technology
- Industries: Technology, Information and Media, Advertising Services, and IT Services and IT Consulting
Note: This version removes unrelated job postings and boilerplate, focusing on the core responsibilities, qualifications, and relationships of the IT support role.
End of refined description.
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📌 IT Field Support
🏢 Publicis Re:Sources
📍 Melbourne