Senior Associate IT Support

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 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 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 center 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

Overview

Technical Support with ownership for L1 operations, escalation handling, SLA performance, quality governance, process adherence, team enablement and AI-enabled service improvement through automation, ticket intelligence and knowledge management.

Responsibilities

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 4+ years of experience in IT Service Desk, Technical Support, ID Provisioning, Identity & Access Management or related IT operations.
• Strong hands-on understanding of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Exchange Online and standard enterprise collaboration tools.
• Working knowledge of Active Directory, Azure Active Directory / Microsoft Entra ID, account lifecycle management, MFA, SSO, mailbox support and access governance processes.
• Basic understanding of Artificial Intelligence (AI) and Generative AI tools, including their business applications, benefits, limitations, and associated security, privacy, and compliance considerations.
• Proven experience working with ITSM tools such as ServiceNow, including queue management, ticket documentation, SLA tracking and escalation handling.
• Ability to troubleshoot hardware, software, email, network connectivity, VPN, remote access, printer, application and account-related issues.
• Strong understanding of onboarding, offboarding, transfer, role-change and access-revocation workflows.
• Strong customer service orientation with the ability to handle senior stakeholders and global users in a professional manner.
• Strong analytical, problem-solving and decision-making skills with the ability to prioritise multiple issues in a fast-paced operations environment.
• Excellent written and verbal communication skills, including crisp status updates, escalation summaries and stakeholder follow-ups.
• Ability to mentor junior team members, review ticket quality and drive adherence to defined SOPs, controls and compliance requirements.
• Working knowledge of AI-enabled IT support use cases such as ticket categorisation, routing, summarisation, response drafting, knowledge article creation and trend analysis.
• Ability to identify repetitive manual activities in Tech Support and convert them into automation opportunities using ServiceNow workflows, Power Automate, scripts, dashboards or approved AI tools.
• Willingness to work in shifts and support global operations as required.
• ITIL Foundation certification or equivalent IT service management exposure.
• Stronger working knowledge of Microsoft Entra ID, Conditional Access, MFA, SSO, Identity Lifecycle Management and access review processes.
• Exposure to access governance, risk controls, audit evidence preparation and compliance-driven operational processes.
• Basic PowerShell knowledge for administration, reporting and troubleshooting.
• Experience with knowledge management, SOP creation, training junior team members and driving process standardisation.
• Exposure to Power BI, Excel reporting, ServiceNow dashboards or operational metrics tracking.
• Exposure to AI-based service desk capabilities such as virtual agents, predictive ticket triage, sentiment analysis, automated resolution notes and knowledge gap identification.
• Experience supporting collaboration tools such as Microsoft Teams, Zoom and WebEx.
• Microsoft, Cisco, ITIL, CompTIA A+, Network+ or related certifications.
• Prior experience as a shift lead, SME, queue owner or small-team lead will be an advantage.

Qualifications

• Escalation management and stakeholder communication
• Team coaching, knowledge sharing and process improvement
• Incident and request closure within SLA
• Queue hygiene, ageing control and backlog reduction
• CSAT, communication quality and first-time-right resolution
• Ticket quality, documentation accuracy and audit readiness
• Identify automation opportunities in Tech Support workflows and partner with relevant teams to implement AI-enabled improvements.
• Use AI tools responsibly to improve ticket summaries, knowledge articles, response quality, routing accuracy and operational reporting