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