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Junior Application Support Analyst

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WPP

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Chennai
  • Quick Apply

AI generated summary

  • You should have a degree in computer science or related field, troubleshooting skills, customer service experience, and be keen on tech. Familiarity with media formats and ITIL is a plus.
  • You will support applications, manage incident tickets, perform hands-on fixes, document processes, maintain software performance, assist with testing, and provide updates for problem resolution.

Requirements

  • College diploma or university degree in the field of computer science, information systems, and/or 1 year’s equivalent work experience
  • Certifications in ITIL foundation v3 would be advantageous but not essential
  • Basic understanding of incident, problem, change and release management processes
  • Experience with troubleshooting principles, methodologies, and issue resolution techniques
  • Highly self-motivated and directed
  • Good analytical and problem-solving abilities
  • Very strong customer service orientation
  • Excellent written, oral, interpersonal and presentational skills
  • Knowledge of media types and file formats
  • Ability to communicate technical information in a user-friendly way
  • Attention to detail
  • Well-presented and polite
  • Able to adapt to new working methods and practice technology advances
  • Interest in advertising, post production and technology
  • Previous work experience within an advertising agency/post production facility
  • Experience of Incident Management
  • Basic web development skills
  • Second Language (Brazilian Portuguese, German, Mandarin, Spanish)
  • Coding background
  • Should be willing to work in 24X7 support.
  • Should be comfortable with rotational shift.
  • Experience working within customer service capacity e.g. sales assistant/advisor
  • Experience with transcoding technologies and workflows.

Responsibilities

  • Provide support for all request fulfilment requirements for applications and perform administrative tasks including but not limited to user set-up and changes, as well as response to system and integration error alerts
  • Field incoming incident/request/problem tickets in ITSM toolkit from end users (escalated from the first line support) to resolve platform and software issues within servers, databases, web services and other mission-critical platforms
  • Review support tickets to ensure all relevant end user and issue / Incident information is included
  • Prioritise and respond to tickets as required, escalating to 2nd and 3rd line teams where necessary
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and platforms
  • Track incident progress through to resolution, updating key stakeholders as necessary
  • Record, track and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Maintain performance of all new and existing software and platforms across the organisation
  • Identify and learn appropriate software platforms used and supported by the organisation
  • Post software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution
  • Provide support for the testing of new and existing software platforms under development or consideration for purchase
  • Test fixes and perform post-resolution follow ups to ensure problems have been adequately resolved

FAQs

What is the role of a Junior Application Support Analyst at WPP?

The role involves delivering support to end users for various applications, troubleshooting issues, and performing administrative tasks to effectively fulfill business objectives.

What qualifications are needed for this position?

A college diploma or university degree in computer science, information systems, or equivalent work experience is needed, along with basic understanding of incident management processes.

Is prior experience required for this position?

Yes, a minimum of 1 year’s equivalent work experience is preferred, especially in troubleshooting principles and customer service.

Will I need to work on weekends or during odd hours?

Yes, the position may require working in a 24x7 support environment, including rotational shifts.

Are there opportunities for growth within this role?

Yes, WPP promotes a culture of growth and provides opportunities to create, influence, and complete projects at an unprecedented scale.

How does WPP approach diversity and inclusion?

WPP is committed to creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates.

What types of skills are emphasized for this role?

Skills such as analytical problem-solving, excellent customer service orientation, attention to detail, and the ability to communicate technical information clearly are emphasized.

Is knowledge of a second language beneficial for this position?

Yes, knowledge of a second language such as Brazilian Portuguese, German, Mandarin, or Spanish is considered beneficial.

Will I be expected to handle technical documentation?

Yes, candidates are expected to record, track, and document the problem-solving process, including all decisions and actions taken for final resolution.

What kind of training will be provided for new hires?

While specific training details are not mentioned, WPP encourages learning about appropriate software platforms and provides support for testing new software under development.

Is it possible to provide feedback on the hiring process?

Yes, WPP encourages candidates to share their feedback on the hiring process through a provided link, which is appreciated for continuous improvement.

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WPP

Marketing & Advertising
Industry
10,001+
Employees

Mission & Purpose

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities.