Junior Application Support Analyst

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 100 000 talented people dedicated to doing extraordinary work for our clients We operate in over 100 countries with corporate headquarters in New York London and Singapore WPP is a world leader in marketing services with deep AI data and technology capabilities global presence and unrivalled creative talent Our clients include many of the biggest companies and advertisers in the world including approximately 300 of the Fortune Global 500 Our people are the key to our success We re committed to fostering a culture of creativity belonging and continuous learning attracting and developing the brightest talent and providing exciting career opportunities that help our people grow Why we re hiring WPP is home to market-leading agency brands and more than 100 000 people committed to doing extraordinary work for our clients No other company matches the breadth of our creative talent the scale of our global presence or the depth of our technology data and AI capabilities What you ll be doing Based in Chennai but servicing a global client base the 1st Line Application Support Analyst s role is to deliver support to end users in the organization 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 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 Prioritize 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 What you ll need Essential Experience Skills required College diploma or university degree and minimum 1 year s equivalent work experience Basic understanding of incidents problems 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 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 technological advances Desirable Skills Certifications in ITIL foundation v3 would be advantageous but not essential Knowledge of media types and file formats Interest in advertising postproduction and technology Previous work experience within an advertising agency postproduction facility Experience of Incident Management Basic web development skills Second Language Brazilian Portuguese German Mandarin Spanish Coding background 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 open-minded to 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 aim to create a culture in which people can 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 LI-Onsite We believe the best work happens when we re together fostering creativity collaboration and connection That s why we ve adopted a hybrid approach with teams in the office around four days a week If you require accommodations or flexibility please discuss this with the hiring team during the interview process WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers Please read our Privacy Notice for more information on how we process the information you provide