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Publicis Groupe

Runs advertising and digital transformation services

Senior Associate IT Support

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeGurugram, Haryana, IndiaNo salary listedIn-person

About the Job

Requirements

  • A bachelor's degree in Information Technology, Computer Science, Engineering, or a related field is required.
  • At least 4 years of experience in IT Service Desk, Technical Support, ID Provisioning, Identity and Access Management, or related IT operations is required.
  • Strong hands-on understanding of Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Exchange Online, and standard enterprise collaboration tools is required.
  • Working knowledge of Active Directory, Azure Active Directory/Microsoft Entra ID, account lifecycle management, multifactor authentication, single sign-on, mailbox support, and access governance processes is required.
  • Basic understanding of artificial intelligence and generative AI tools, including business applications, benefits, limitations, and related security, privacy, and compliance considerations, is required.
  • Experience with IT service management tools such as ServiceNow, including queue management, ticket documentation, service-level agreement tracking, and escalation handling, is required.
  • Ability to troubleshoot hardware, software, email, network connectivity, virtual private network, remote access, printer, application, and account-related issues is required.
  • Strong understanding of onboarding, offboarding, transfer, role-change, and access-revocation workflows is required.
  • Ability to handle senior stakeholders and global users professionally is required.
  • Strong analytical, problem-solving, and decision-making skills, including the ability to prioritize multiple issues in a fast-paced operations environment, are required.
  • Excellent written and verbal communication skills, including status updates, escalation summaries, and stakeholder follow-ups, are required.
  • Ability to mentor junior team members, review ticket quality, and drive adherence to defined standard operating procedures, controls, and compliance requirements is required.
  • Working knowledge of AI-enabled IT support use cases such as ticket categorization, routing, summarization, response drafting, knowledge article creation, and trend analysis is required.
  • Ability to identify repetitive manual activities in technical support and convert them into automation opportunities using ServiceNow workflows, Power Automate, scripts, dashboards, or approved AI tools is required.
  • Willingness to work shifts and support global operations as required is required.

Responsibilities

  • Own L1 technical support operations, escalation handling, service-level agreement performance, quality governance, process adherence, team enablement, and AI-enabled service improvement through automation, ticket intelligence, and knowledge management.
  • Manage escalations and stakeholder communication.
  • Coach the team, share knowledge, and improve processes.
  • Close incidents and requests within service-level agreements.
  • Maintain queue hygiene, control ageing tickets, and reduce backlog.
  • Support customer satisfaction, communication quality, and first-time-right resolution.
  • Maintain ticket quality, documentation accuracy, and audit readiness.
  • Identify automation opportunities in technical 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.

Desired Qualifications

  • ITIL Foundation certification or equivalent IT service management exposure is preferred.
  • Stronger working knowledge of Microsoft Entra ID, Conditional Access, multifactor authentication, single sign-on, Identity Lifecycle Management, and access review processes is preferred.
  • Exposure to access governance, risk controls, audit evidence preparation, and compliance-driven operational processes is preferred.
  • Basic PowerShell knowledge for administration, reporting, and troubleshooting is preferred.
  • Experience with knowledge management, standard operating procedure creation, training junior team members, and driving process standardization is preferred.
  • Exposure to Power BI, Excel reporting, ServiceNow dashboards, or operational metrics tracking is preferred.
  • Exposure to AI-based service desk capabilities such as virtual agents, predictive ticket triage, sentiment analysis, automated resolution notes, and knowledge gap identification is preferred.
  • Experience supporting collaboration tools such as Microsoft Teams, Zoom, and Webex is preferred.
  • Microsoft, Cisco, ITIL, CompTIA A+, Network+, or related certifications are preferred.
  • Prior experience as a shift lead, subject matter expert, queue owner, or small-team lead is an advantage.

About the Company

Publicis Groupe

Runs advertising and digital transformation services

Publicis Groupe runs advertising, media buying and digital transformation services for companies that want to reach consumers, coordinate campaigns and improve their business systems. Its agency network includes creative and media specialists, while Publicis Sapient builds and modernizes the technology behind clients' operations. Epsilon adds customer data and marketing technology that connect brands with audiences and measure campaign results. Clients pay for consulting, campaign creation and execution, with production and media costs billed through alongside the group's service work. Founded in 1926, Publicis Groupe is headquartered in Paris, France.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1926

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