Overview
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 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. This role is seen as a technical subject matter expert within the Service Support environment.
Responsibilities
* Ensure SLA compliance across Service Desk / Support teams / resources and act as first point of escalation for customers for operational performance issues.
* 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 (ServiceNow).
* Respond to IT issues including hardware maintenance, software, networking, etc., and implement remote remedies as required.
* Assist with the implementation, IT onboarding and offboarding of users, and ongoing support of new software and features.
* Ensure asset information is consistently reviewed and updated, maintaining accurate and up-to-date details on all IT products and services.
* Walk customers through the problem-solving process and direct unresolved issues to the next level of support personnel.
* Ensure all tickets, problems, changes, and configuration items are updated in ServiceNow.
* Pass on feedback or suggestions by customers to the appropriate internal team.
* Identify and suggest possible improvements to procedures.
* Understand internal structures including key actors and decision influencers, and use this knowledge when formal structures do not work.
* Follow up and update customer status, maintain regular contact with key customers, and respond promptly to inquiries to ensure issues are resolved to the customer’s satisfaction.
Your Qualification
* At least 2 years’ experience working in an IT Support role.
* College diploma or equivalent in IT.
Desirable Skills
* Extensive knowledge of Audio Video solutions in supporting, setting up and troubleshooting.
* Setting up Audio Video solutions at events, town halls, hotels and supporting the executive team which may require stayovers.
* Proactive and clear communication
* English language proficiency
* Customer focused and driven to provide a consistent high level of support
* Able to work independently with some individual responsibility
* Guides others within own area of expertise
* Good working knowledge of ITIL processes
* Identifies and improves activities within own role
* Able to work independently with high individual responsibility of complex topics
* Analyse relationships amongst several parts of a problem or situation; identify alternate solutions and think through consequences of actions
* Proven experience leading and line managing a team
* Guides and influences others within own area of expertise
* Develops and improves activities within own role
* Minimum 2nd Line Support Experience
* Knowledge of PC and laptop hardware
* Experience supporting workstation operating software
* Experience supporting mobile operating Apple and Android OS
* Extensive knowledge supporting users with MS Office 365
* A thorough understanding of network concepts
* ServiceNow IT System Management tool
What You Get
* Private Medical Insurance
* Flexible working environment
* Learning & Development
* Great team culture
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 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.
For more information, visit NIQ.com
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. 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. To learn more about our ongoing efforts in diversity and inclusion, please visit NIQ’s Diversity & Inclusion resources.
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