Company Description
Publicis Groupe is one of the largest advertising agency holding companies in the world and a global leader in the fields of marketing, communications, and digital transformation. A Connecting Company for the Connected Age, Publicis Groupe delivers winning solutions for clients through the Power of One - driven by a common purpose, a powerful spirit, shared behaviours, great character and a relentless focus on our clients.Publicis Re:Sources is the backbone of Publicis Groupe. Re:Sources has grown to 5,000+ professionals servicing a network of prestigious agencies across the globe supporting 63+ markets. Re:Sources is Publicis Groupe's Shared Services Platform. We provide Publicis Groupe agencies with the business solutions, technology platforms and expertise they need to transform, innovate and increase productivity.
Overview
Act as an escalation point for complex IT incidents, working with your local FSE team and reporting up any incidents or escalations. Both hands on technical work and soft skills.
Responsibilities
- Lead troubleshooting and advanced support for workstations, devices, LAN infrastructure.
- Oversee and optimise Service Desk processes, driving improvements in efficiency, knowledge sharing, and customer satisfaction.
- Provide expert support and guidance on operating systems, applications, and enterprise-level tools.
- Deliver training, coaching, and mentoring to junior & Service Desk team members to enhance technical capabilities and service quality.
- Collaborate with IT infrastructure, network, GSO and application teams to ensure seamless cross-functional problem resolution, and any other teams this may involve.
- Monitor, analyse, and report on Service Desk metrics, proactively identifying trends and recommending preventive measures.
- Champion IT service management best practices (e.g., ITIL framework) and ensure adherence to Group policies and compliance standards.
- Contribute to IT projects, including deployments, upgrades, and process automation initiatives.
- Actively promote user education, ensuring employees across the business can effectively use IT systems and tools
While this is a senior-level role, the successful candidate is expected to actively support day-to-day field service operations alongside junior engineers. This includes participating in routine installations, maintenance, and troubleshooting activities when required. We value a hands-on, collaborative approach where leadership is demonstrated not only through expertise but also through teamwork and adaptability.
Qualifications
Requirements
- Minimum 3–5 years of experience in IT Service Desk or end-user support, with demonstrated progression to senior or escalation roles.
- Strong communication skills in English, with the ability to interface confidently with both technical and non-technical stakeholders across international teams.
- Advanced knowledge of Windows 10/11, Microsoft 365, and enterprise collaboration tools.
- Solid understanding of networking fundamentals, with proven experience diagnosing and resolving LAN and connectivity issues.
- Expertise in computer hardware troubleshooting, maintenance, and lifecycle management.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalent).
- Knowledge of ITIL principles and experience applying them in a Service Desk environment.
- Strong problem-solving, prioritisation, and analytical skills with a proactive approach to continuous improvement.
- Experience in mentoring junior colleagues and/or leading small technical support initiatives.
- Commitment to professional development and keeping up with evolving IT technologies.
Attributes/behaviors
- Passion for IT, new technologies and a willingness to learn
- Embraces creativity, innovation and is open to new
- Ability to clearly articulate solutions and suggestions to others
- Works cooperatively and flexibly with other members of the
Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives.
