Helpdesk Manager

Publicis Groupe; Greater London; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Pension

Private Medical

Annual Leave: 25 days + 8 bank hols

Birthday Day Off

Help@Hand wellbeing app

Onsite café

Job summary

Publicis Groupe UK is hiring for a proactive, highly organized facilities helpdesk professional to support reception, access control, and service management at TVC White City, London.

You will act as primary POC for the helpdesk tool, manage tickets, coordinate visitor passes, and ensure SLAs with a focus on client satisfaction and smooth daily operations. This is a full-time, in-office role with early to mid-day hours and potential travel to other London offices.

Qualifications

• Minimum of 2 years dedicated experience in a corporate service helpdesk role, with proficiency in Microsoft Office (Outlook, Word, Excel).
• Experience with calendar/meeting room booking systems and managing complex schedules.

Responsibilities

• Serve as the primary point of contact for the Groupe helpdesk service tool and resolve user issues.
• Proactively manage the Facilities Service Now ticket dashboard to meet SLAs.
• Maintain and review the Helpdesk guide/manual and adapt procedures as needed.
• Assist in managing access control systems and visitor passes for guests.
• Coordinate TVC meeting room setups and pitches, often under tight deadlines.
• Ensure adherence to health and safety policies and support flexible shift patterns.
• Lead and motivate the reception supervisor team to deliver high-quality service.
• Deliver client-centric resolution of helpdesk issues with minimal disruption.

Skills

Problem-solving

Resilience

Communication

Client focus

Attention to detail

Organisation

Tools

Microsoft Office

Outlook

Excel

Job description

Company description

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organisation 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 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network. Our people are at the centre of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day.

Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com #L I-KM2.

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Overview

Who We're Looking For: Your Profile

We are seeking a proactive, highly organised, and client-focused professional with a proven ability to thrive in a dynamic, high-pressure environment. The ideal candidate will possess exceptional problem-solving skills, a keen eye for detail, and a relentless commitment to delivering a "best in class" service experience.

Responsibilities

• Helpdesk & Service Management Excellence:
  • Serve as the primary point of contact (POC) for the Groupe helpdesk service tool, efficiently resolving user issues and ensuring high levels of client satisfaction.
  • Proactively manage the Facilities Service Now ticket dashboard, ensuring timely allocation and resolution of reactive requests to consistently meet, exceed Service Level Agreements (SLAs).
  • Routinely maintain and review the Helpdesk guide/manual, proactively adapting procedures to meet evolving business needs and optimize service delivery. Continuously familiarize yourself with helpdesk functionalities to provide expert guidance and ensure operational efficiency.
• Front-of-House & Access Control:
  • Assist in the management of the TVC Publicis access control system, including the efficient issuance, deactivation of access passes, access passes for all pre-booked guests and proactively communicate updates on host availability, liaising with TVC Estate security, thus ensuring a professional and positive visitor experience.
• Event Support & Facilities Coordination:
  • Coordinate and support the TVC setup and derigging of all meeting room requests, UK and global business development pitches, often under tight deadlines and with precision, which could be offsite or within other Groupe Buildings.
  • Collaborate and provide essential support across various Facilities service lines as needed, demonstrating a flexible and team-oriented approach.
• Compliance & Adaptability:
  • Ensure strict adherence to all health and safety policies, systems, and procedures to maintain a safe and compliant working environment.
  • Demonstrate flexibility in shift patterns, work methods, and departmental support to ensure the smooth, continuous operation of all sites, acting as a committed advocate for Publicis.
  • Arrange essential cover for team absences (e.g., sickness, holidays) across various London locations, often with short notice, to maintain operational continuity.
  • Undertake additional duties and ad hoc projects as reasonably requested by management, contributing to overall team objectives and adapting to changing priorities.
• Deliver Exceptional Client & User Resolution:
  • Accountable for effective, client-centric resolution of all helpdesk issues, thus ensuring a high level of satisfaction and minimal operational disruption.
• Ensure Seamless Operational Planning & Service Reliability:
  • Accountable for the meticulous planning, scheduling, and execution of facilities services (e.g., pitch setups, meeting room configurations, hospitality requests), proactively preventing conflicts and guaranteeing consistent adherence to all Service Level Agreements (SLAs)
• Cultivate a High-Performing Service Team:
  • Accountable for the effective leadership of the helpdesk development and motivation of the helpdesk operation through the reception supervisor team

Qualifications

Essential Experience & Qualifications

• Service Excellence Background: Minimum of 2 years dedicated experience in a corporate service helpdesk role, or a similar high-volume service delivery role and demonstrate proficiency with Microsoft Office (Outlook, Word, Excel), including advanced skills in calendar/meeting room booking systems. Managing complex schedules, conflicting demands, and resource allocation to ensure seamless operational flow.

Essential Skills & Competencies

• Exceptional Problem-Solving: A proactive and innovative problem-solver, adept at quickly identifying and resolving complex issues (e.g., calendar booking clashes, client resolutions) with creative "outside-of-the-box" solutions, ensuring minimal disruption and maximum satisfaction.
• Resilience Under Pressure: Proven ability to remain calm, focused, and effective in a demanding, fast-paced environment with a constant flow of requests, confidently triaging and prioritizing tasks to meet tight deadlines.
• Outstanding Communication & Interpersonal Skills: Excellent verbal and written communication, capable of building rapport, managing expectations, and conveying information clearly and professionally at all levels.
• Client-Centric Approach: A deeply customer-focused individual with a natural ability to anticipate and understand client and visitor needs, consistently striving to exceed service expectations.
• Meticulous Attention to Detail: A sharp eye for accuracy and detail, ensuring precision in all tasks from guest registration to calendar management and complaint resolution.
• Organisational Prowess: Strong organisational skills, with the ability to effectively manage multiple calendars, competing requests, and various administrative tasks simultaneously.

Personal Attributes

• Proactive & Motivated: A highly motivated individual who takes initiative, identifies opportunities for improvement, and drives personal and team learning, enthusiastic and positive disposition, eager to take on new challenges and contribute actively to team success.
• Flexible & Adaptable: Willingness and ability to work flexibly in accordance with business needs, including varying shift patterns and supporting the wider Publicis team across different locations.
• Team Player: A collaborative individual who thrives in a team environment while also being capable of working autonomously when required.
• Complaint Resolution & Diplomacy: Ability to handle complaints and challenging situations professionally and empathetically, always maintaining a positive outlook and striving for swift, equitable resolutions.

Additional information

This is a full-time, in-office position, Monday to Friday, with working hours from 8am to 5pm.

Our main office is at the iconic Television Centre (TVC) in White City, London, and the role will also involve travel to our other offices in London.

We are aDisability Confident Employerand are committed to providing a fair assessment process and are happy to discuss and explore reasonable adjustments during the hiring process. Publicis Groupe UK fosters and inclusive environment through our inspirationalEmployee Action Groups(EAGs).

We have a comprehensivebenefitsoffering. Our full health and lifestyle benefits package will be shared with you, when you join us. In addition to key benefits like Pension, Life Assurance, Income Protection and Private Medical, some of our other benefits are:

• Annual Leave(25 days plus 8 bank holidays), increasing after 5 years, by 1 day per additional service up to 30 days.Birthday Day Off that can be used in your birthday monthand the opportunity toBuyor Sell Holidayat the start on each year.
• Flexible Bank Holidays,you can switch the 2 Easter bank holidays for other days of your choosing.Reflection Daysfor time away from work to focus on what works best for you.Work your World, after completion of one year, you have theopportunity to work anywhere in the world, where there is a Publicis Groupe office, for up to 6 weeks a year.
• Help@Hand,our lifestyle and wellbeing app that supports you and your family; 24/7Helpline, Remote GPs, Medical or 2nd Opinion, Mental Health &Wellbeing,Physiotherapy,1-2-1 Lifestyle Coaching,Nutritional Consultations, Savings & Discounts and lots more.
• Inclusive Policiesto support you and your family including enhanced Family Leave, Disability, Carers, Transitioning at Work, Flexible Working, Menopause.
• Local discounts,restaurants & retailers in Westfield White City.Onsite Caféwith complimentary breakfast, a subsidised lunch menu, and an in-house barista.