Junior Application Support Technician

**Who are we?**

**Nice to meet you, we’re Indicia Worldwide. **We are a global data and technology-led marketing agency that work with some of the world’s biggest brands.

As a business, we draw on a rich heritage from the worlds of print, creative production, retail, data, digital, tech and creative, bringing these disciplines together to support global brands with their omnichannel marketing activation needs.

Indicia Worldwide is the product of three successful businesses, brought together by our parent company Konica Minolta in 2017. The vision was, and is, to create new value across the remit of marketing for our clients.

**What you’ll do**:
The objective of the team is to be a best-of-service support function for Indicia Worldwide with the provision of support for both internal and external stakeholders. This support function is in the main for the exciting and challenging world of Application Support and not the industry standard Windows or Infrastructure support.

You will be responsible for the delivery of support (technical and non-technical) for Indicia WorldWide employees and external system users.
- Provide an efficient and effective triage service to all support requests received.
- Investigate and troubleshoot as required any issues raised to the Application Support desk
- Respond to queries either in writing or by telephone in a timely manner
- Follow up with users to ensure the resolution of issues
- Management of issues using Service Desk Management tool
- Take part in a **24/5 shift** structure to ensure support coverage is maintained for systems which work across the globe

**What you'll bring**:

- IT related qualification
- Minimum of one year experience in a support environment (preferred)
- Knowledge and understanding of ITIL framework (preferred)
- Experience in a busy, diverse support environment
- Ability to respond to requests within SLA periods
- Experience supporting - troubleshooting and/or administration - the following systems is desirable (Print management technology, Procurement systems, Microsoft SQL, Microsoft 365 software)

**The softer skills that we believe will help you thrive in this role**:

- Excellent communication skills both written and verbal
- A hunger to provide a best-of-class support function
- Ability to work in a fast-paced team but with periods on your own
- Be accountable for own actions when supporting stakeholders, always aiming to do the right thing

**About you**:

- **Collaborative** - can collaborate well with a team, be an active listener and communicate constructively
- **Entrepreneurial **- not afraid of failure, and the ability to bounce back when things go wrong
- **Pioneering **- as Einstein once said: “We cannot solve our problems with the same thinking we used when we created them”
- **Accountable - **transparent, honest and diligent. We take credit on our successes, and acknowledge when things don’t go as planned
- **Passionate **- most importantly, we want you to feel excited about what you do

**Why choose Indicia?**

**We thrive on collaboration** - we appreciate that the culture we have drives our success and we never take it for granted. We live and thrive through our relationships - with each other, our clients and suppliers
**Diversity is a priority** - we employ more than 600 people over 37 different countries, every single person brings something different, and we love that fact

**The world is our oyster** - and we want you to be a part of it for a long time. We believe nurturing and development is one key to better retention. That’s why, at Indicia, we offer open-access learning systems and courses, as well as career paths tailored to each individual

**We’re flexible** - we believe freedom and flexibility is crucial to a person’s success, that’s why we offer a hybrid working approach