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.
• Assist and provide technical assistance and support for incoming queries and issues related to applications supported by the business which are NOT just Microsoft Windows or Office – specifically in-house applications
• Basic configuration of applications (users) as required,
  
• 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
• Desire to learn new applications within a busy diverse organisation
• Be accountable for own actions when supporting stakeholders, always aiming to do the right thing
• Collaboration to solve application requests/issues by investigating outwith normal process

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

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.