Junior Application Support Analyst

WPP is the creative 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 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.We create transformative ideas and outcomes for our 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, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards.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.#LI-HybridVisit our page to see what we're up to! 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 alertsField 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 platformsReview support tickets to ensure all relevant end user and issue / Incident information is includedPrioritise and respond to tickets as required, escalating to 2nd and 3rd line teams where necessaryPerform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and platformsTrack 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 resolutionMaintain performance of all new and existing software and platforms across the organisationIdentify and learn appropriate software platforms used and supported by the organisationPost software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolutionProvide support for the testing of new and existing software platforms under development or consideration for purchaseTest fixes and perform post-resolution follow ups to ensure problems have been adequately resolvedWhat you'll need: College diploma or university degree in the field of computer science, information systems, and/or 1 year's equivalent work experienceCertifications in ITIL foundation v3 would be advantageous but not essentialBasic understanding of incident, problem, change and release management processesExperience with troubleshooting principles, methodologies, and issue resolution techniquesHighly self-motivated and directedGood analytical and problem-solving abilitiesVery strong customer service orientationExcellent written, oral, interpersonal and presentational skillsKnowledge of media types and file formatsAbility to communicate technical information in a user- friendly wayAttention to detailWell-presented and politeAble to adapt to new working methods and practice technology advancesInterest in advertising, post production and technologyPrevious work experience within an advertising agency/post production facilityExperience of Incident ManagementBasic web development skillsSecond Language (Brazilian Portuguese, German, Mandarin, Spanish)Coding backgroundShould be willing to work in 24X7 support.Should be comfortable with rotational shift.Experience working within customer service capacity e.g. sales assistant/advisorExperience 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. PRB