Job Description
Company Description
Our NielsenIQ Enterprise Platforms team ensures the strategy, design, delivery, deployment, maintenance and support of our corporate technologies is best-in-class. More than 35,000 global employees rely on our team to support the systems and tools integral to NielsenIQ’s success. We therefore partner closely with all areas of the business, including HRIS, Finance, eRecruitment, T&E, Procurement, and more.
We are a forward-thinking organization targeting current technology that enables our employees to be efficient using best practices.
About the Job
The IT Support Analyst will be responsible for providing technical support to users through the analysis and resolution of technical problems .
1. Seen as technical subject matter expert within the Service Support environment
2. Ensure SLA compliance across Service Desk/Support teams/resources and act as first point of escalation for Customers for operational performance issues
3. Ensure all activities undertaken by any member of the service support function to address the logged issues have been recorded within the Service Management Tool (Service Now).
4. Respond to IT issues; hardware maintenance, software, networking, etc. and implement remote remedies as required.
5. Assist with the implementation, IT onboarding and offboarding of users, and ongoing support of new software and features.
6. Ensure asset information is consistently reviewed and updated, while maintaining accurate and up-to-date details on all IT products and services.”
7. Walk customers through the problem-solving process, directing unresolved issues to the next level of support personnel.
8. Ensure all tickets, problems, changes, and/or configuration items are updated in ServiceNow.
9. Pass on any feedback or suggestions by customers to the appropriate internal team.
10. Identify and suggest possible improvements on procedures.
11. Understand internal structures including key actors, decision-influencers and use this knowledge when formal structures do not work
12. Recognize what is possible and not possible at certain times or in certain situations
13. Follow up and update customer status and information, maintain regular contact with key customers, and respond promptly to inquiries, ensuring all issues are resolved to the customer’s satisfaction.
Your Qualification
14. At least 2 years’ experience working in an IT Support role.
15. College diploma or equivalent in IT.
Desirable Skills
16. Extensive knowledge of Audio Video solutions in supporting, setting up and troubleshooting.
17. Setting up Audio Video solutions at events, townhalls, hotels and supporting the executive team which may require stayovers.
18. Proactive and clear communication
19. English language proficiency
20. Customer focused and driven to provide a consistent high level of support
21. Able to work independently with some individual responsibility
22. Guides others within own area of expertise
23. Good working knowledge of ITIL processes
24. Identifies and improves activities within own role
25. Able to work independently with high individual responsibility of complex topics
26. Analyse relationships amongst several parts of a problem or situation. Identify alternative solutions and think through consequences of actions
27. Proven experience leading and line managing a team
28. Guides and influences others within own area of expertise
29. Develops and improves activities within own role
30. Minimum 2nd Line Support Experience
31. Knowledge of PC and laptop hardware
32. Experience supporting Workstation operating software
33. Experience supporting mobile operating Apple and Android OS
34. Extensive knowledge supporting users with MS Office 365
35. A thorough understanding of network concepts
36. Service Now IT System Management tool
What You Get
37. Private Medical Insurance
38. Flexible working environment
39. Learning & Development
40. Great team culture
Additional Information
Our Benefits
41. Flexible working environment
42. Volunteer time off
43. LinkedIn Learning
44. Employee-Assistance-Program (EAP)
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
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Our commitment to Diversity, Equity, and Inclusion
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the