Junior Application Support Analyst

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

Working at WPP means being part of a global network of more than 100,000 accomplished people in 110 countries. We create transformative ideas and outcomes for its clients through an integrated offer of communications, experience, commerce, and technology. WPP and our award-winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 325 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100.

WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide. We are quoted on the London Stock Exchange and the New York Stock Exchange. Key performance indicators for WPP (2020) include Billings of £46.9bn and Revenue of £12bn.

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Why we're hiring:

Application Support Analyst’s role is to deliver support to end users in the organisation for various types of applications hosted on supported platforms to efficiently and effectively fulfil business objectives. This includes troubleshooting applications and software for all internal and external customers.

What you'll be doing:

• 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 2^nd and 3^rd 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

What you'll need:  

• 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.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.

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