Senior Helpdesk & Facilities Lead

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

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.