Junior Application Support Technician - Mumbai, India - Indicia Worldwide

Indicia Worldwide

Verified Company

Mumbai, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

About us
Indicia Worldwide is an insight and technology-led communications agency with global production expertise.

Why we exist:
we create new value

At Indicia Worldwide, our philosophy is one of 'creating new value'.

We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and reducing costs in marketing execution.

For our clients and their customers, we are building mutually-beneficial partnerships.

We see this proposition, built around the perfect balance of efficiency and effectiveness, as pioneering, entrepreneurial and, above all else, sustainable.

Our substantial investment in our technology and data science capability, and resource, provide our differentiation in the marketplace.

Data insight and marketing technology allow us to measure our work, evidencing ROI as the most critical metric in today's environment.

We see ROI where others don't.

We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies.

We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

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.

We believe in what we do. We believe this proposition makes us unique. We have the capacity to redefine the way marketing is activated for our clients across the globe. Now, and well into the future.

The output:

Improved client performance by engaging consumers with brand ideas better, faster and more cost-effectively, across every step of a brand's journey to market.

Purpose of the role
The following requirements will be considered part of the role but is not exhaustive.

Provision of support updates to all users, suppliers, and accounts across Print Management segments
Management of individual support requests assigned to the postholder, ensuring SLA achievement
Escalation of support requests when required to the Team Leader and/or appropriate staff within the business
Identification and management of Service Improvements
Ensure stakeholders have a seamless experience when making support requests with clear and timely communication
Being a voice of the customer within the team and the business as a whole.
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
Any other adhoc works as requested by the Team Leader, Global Application Support Manager and/or Global Head of IT

Skills, knowledge, experience and exposure

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 mindset to navigate the role

A hunger to provide a bestofclass support function

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

Excellent communication skills both written and verbal
Ability to work in a fastpaced team but with periods on your own
Be accountable for own actions when supporting stakeholders, always aiming to do the right thing

Role Requirements

Given the global nature of the role, the postholder will be required to work on a 24/5 shift pattern.
The hybrid work model applies to this role which requires to come to the office in Malad whenever needed. You will be expected to perform in a flexible environment but ensuring delivery.