Application Support Analyst

Contenido de trabajo

Hogarth Worldwide is the world’s leading creative content production company. Born to make the best work brilliantly, we combine craft, insight and technology to bring creative work to life for many of the world’s most famous brands.

Founded 13 years ago, Hogarth has grown from a start-up to over 4,500 people, across 30 key cities and is now part of the WPP. Obsessively striving for better is in our DNA, it is the reason for our existence and continues to drive us forward in all that we do, making Hogarth an exciting place to work and a great place to achieve your career ambitions.

Key responsibilities:
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 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.

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 Hogarth’s 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

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

Experience working within customer service capacity e.g. sales assistant/advisor

Experience with transcoding technologies and workflows
Diversity and Inclusion
Hogarth is committed to diversity and inclusion, through our ideas, our people, how we behave and conduct ourselves. Creating a truly inclusive culture at all levels of the organisation that encourages different points of view, making Hogarth not only a better company and place to work but an environment where everyone experiences connection, opportunity and a sense of belonging.
Please contact careers@hogarthww.com if you need the job advert or form in another format.
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