Associate IT Support

Company Description

Job Title: Associate 

Location: Gurgaon

 

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•Serve as the first point of contact for users experiencing technical issues via phone, email, chat, or ticketing systems.•Provide Level 1 technical support for:oWindows Operating SystemsoMicrosoft 365 ApplicationsoOutlook and Exchange OnlineoMicrosoft TeamsoVPN and Remote AccessoPrinters and Peripheral DevicesoMobile Device SupportoBasic Network Connectivity Issues

•Diagnose and troubleshoot hardware, software, account, and application-related issues.•Perform password resets, account unlocks, MFA troubleshooting, and user validation as per security procedures.•Resolve incidents within agreed SLAs and escalate complex issues to appropriate resolver groups.•Maintain high levels of customer satisfaction through timely communication and effective issue resolution.•Document troubleshooting steps, resolutions, and knowledge articles to improve operational efficiency.•Participate in continuous improvement initiatives and support process automation efforts where applicable.

 

Identity & Access Management•Create, modify, and disable user accounts across Active Directory, Microsoft 365, email systems, and enterprise applications.•Process onboarding, offboarding, transfer, and role-change requests according to established procedures.•Provision and revoke system access based on approved requests and access matrices.•Maintain accurate records of provisioning activities within ServiceNow and other tracking systems.•Perform access reviews, audits, and compliance-related activities as required.•Adhere to security and data privacy requirements while handling user accounts and access requests.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 2–4 years of experience in IT Service Desk & Technical Support.
• Strong customer service orientation with a focus on delivering exceptional end-user support.
• Good understanding of:•Windows 10/11 Operating Systems•Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)•Active Directory and Azure Active Directory•Exchange Online•VPN and Remote Access technologies•Identity & Access Management processes•Experience working with ITSM tools such as ServiceNow.•Familiarity with remote support tools (Bomgar/BeyondTrust, Remote Desktop, Microsoft Quick Assist, etc.).•Ability to troubleshoot hardware, software, email, network connectivity, printer, and application-related issues.•Understanding of account provisioning, password management, and access governance processes.•Strong analytical, problem-solving, and troubleshooting skills.
• Excellent verbal and written communication skills with the ability to interact with users at all organizational levels.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Willingness to work in shifts and support global users.