GroupM is hiring a
Junior Application Support Analyst

Summary

Join WPP as an Application Support Analyst and deliver support to end users in the organisation for various types of applications hosted on supported platforms. This includes troubleshooting applications and software for all internal and external customers.

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

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

Benefits

• 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?