• Application Support Analyst

    Posted Date 5 months ago(15/05/2018 14:09)
    Job ID
    2018-1846
    # of Openings
    1
    Job Location(s)
    UK-London
    Category
    Technology
  • Overview

    Hogarth Worldwide (HWW) is a fast growing division of the WPP Group. The group is headquartered in London but is present in many markets around the world, working through three global hubs (Singapore, New York and London) and with customer service and production facilities in multiple countries across every continent.

    HWW is an expert provider of marketing communications and advertising production services across Broadcast, Print and Digital media with a full suite of services that can take a creative advertising or promotional concept and deliver it, translated and culturally adapted, in whatever the required medium into every target market in the world, with better turnaround times, higher quality, more functional technology and more effective return on production investment than any competitive offering.

    Our clients are the world’s leading brands in consumer goods, financial services, pharmaceuticals, automotive and electronics and we therefore compete in markets that demand the absolute highest standards of quality, customer care, reliability and value.

    Culturally, we seek to combine the entrepreneurial enthusiasm and creativity of an agency start up with the standards and delivery of a world class professional services business.

    We are a culturally diverse organisation of over 2000 people in a period of exciting transition. 

    This role is critical to the success of one of the transformational programmes of activity which will drive Hogarth’s continues success.

     

    Responsibilities

    • Relentless pursuit of successful service delivery excellence for our products and services
    • Monitor the service desk for incoming incidents and service requests, logging incidents / service requests where necessary and allocating appropriate categorization and prioritization codes
    • Monitor service delivery against defined SLAs and KPIs and ensure that responses are provided within the appropriate timeframe
    • Complete first line investigation and diagnosis, updating incident records as necessary
    • Carry out, and report on, daily system health checks for all supported applications
    • Develop trusted relationships with customers
    • Triage incoming incidents and escalate problems to 2nd and 3rd line support teams, engaging external advisory and technical operations partners where necessary
    • Resolve incidents and service requests and deliver appropriate, timely and accurate communications for internal use and for client distribution
    • Participate in major incident events, adhering to defined best practice
    • Review incidents and identify trends and underlying problems, ensuring that they are referenced, logged and tracked in appropriate systems
    • Ensure that the appropriate governance and compliance guidelines are adhered to
    • Maintain a working understanding of the activities undertaken by the technology teams contributing to successful service delivery
    • Liaise with 3rd Party Support Providers where necessary, ensuring that commissioned service delivery is maintained at an acceptable level and that it is reviewed and kept in line with Hogarth’s service delivery standards
    • Maintain the Knowledge Base, updating documentation where appropriate
    • Engage the user communities by hosting or participating in relevant communications (webinars, training sessions, service update formats)
    • Attend regular application support meetings with client teams, providing service updates and generating ansd clarifying reporting outputs
    • Work together with the Professional Services team to support the implementation process, specifically in setting up appropriate contacts, categorisations and communications in the service desk system
    • Contribute to the Service Deivery Continuous Improvement Programme, identifying opportunities and solutions and working with the Technology team to deliver them

    Qualifications

    Essential Experience

    • Experience in customer service delivery
    • Understanding of Service Delivery in relation to the support of applications
    • "Can-do" service attitude
    • Understanding of application integration and testing
 processes
    • Excellent time management skills & multi-tasking abilities
    • Outstanding organizational skills
    • Self-motivated and autonomous
    • Ability to communicate technical information in a user-friendly way
    • Attention to detail
    • Articulate, well presented and polite
    • Ability to adapt to new working methods & practice technology advances
    • Establishing good working relationships with colleagues and users
    • Positive attitude towards problem solving and tight deadlines
    • Interest in advertising, post production and technology
    • Excellent interpersonal, written and verbal communication skills

    Desirable Experience

    • 2-3 years commercial experience in Application Support
    • 2:1 or higher in a Computer Science or Business related degree
    • Previous work experience within an advertising agency/post production facility
    • Knowledge of media types and file formats
    • Experience with transcoding technologies and workflows
    • Understanding of Digital Asset Management practices
    • Experience of Incident Management
    • Experience of Zendesk Help Desk Software
    • ITIL Foundation Certification or understanding of ITSM

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