About the company

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

Key Responsibilities

:Technical Suppor t•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

:o Windows Operating System so Microsoft 365 Application so Outlook and Exchange Onlin eo Microsoft Team so VPN and Remote Acces so Printers and Peripheral Device so Mobile Device Suppor to Basic Network Connectivity Issue s• 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 Managemen t•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

**.

Skillset & Qualification**

s:•Bachelor's degree in Information Technology, Computer Science, Engineering, or related fiel d.•2–4 years of experience in IT Service Desk & Technical Suppor t.•Robust customer service orientation with a focus on delivering exceptional end-user suppor t.•Good understanding o f:•Windows 10/11 Operating Syste ms•Microsoft 365 (Outlook, Teams, OneDrive, SharePoin t)•Active Directory and Azure Active Directo ry•Exchange Onli ne•VPN and Remote Access technologi es•Identity & Access Management process es•Experience working with ITSM tools such as ServiceNo w.•Familiarity with remote support tools (Bomgar/Beyond Trust, Remote Desktop, Microsoft Quick Assist, etc.

).•Ability to troubleshoot hardware, software, email, network connectivity, printer, and application-related issue s.•Understanding of account provisioning, password management, and access governance processe s.•Strong analytical, problem-solving, and troubleshooting skill s.

📌 Information Technology Support Specialist (Gurugram)
🏢 Publicis Re:Sources
📍 Gurugram