Job Description Company Description OurNielsenIQEnterprise Platforms team ensures the strategy, design, delivery, deployment,maintenanceand support of our corporate technologies is best-in-class. More than35,000 global employees rely on our team to support the systems and tools integral toNielsenIQssuccess. 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 TheIT Support Analyst?willberesponsibleforproviding technical support to users through the analysis and resolution of technical problems?.? Seen as technical subject matter expert within the Service Support environment 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 (Service Now). Respond to IT issues; hardware maintenance, software, networking, etc. and implement remote remedies asrequired. Assistwith the implementation, IT onboarding and offboarding of users, and ongoing support of new software and features. Ensure asset information is consistently reviewed and updated, while maintaining accurate and up-to-date details on all IT products and services. Walk customers through the problem-solving process, directing unresolved issues to the next level of support personnel. Ensure all tickets, problems, changes, and/or configuration items are updated in ServiceNow. Pass on any feedback or suggestions by customers to theappropriate internalteam. Identifyand suggestpossible improvementson procedures. Understand internal structures including key actors, decision-influencers and use this knowledge when formal structures do not work Recognize what is possible and not possible at certain times or in certain situations 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 customers satisfaction. Your Qualification At least2years experienceworking in an IT Support role. Collegediploma or equivalentin IT. Desirable Skills Extensiveknowledge of Audio Video solutions in supporting, settingupand troubleshooting. Setting up Audio Video solutions at events, townhalls,hotels and supportingthe executive teamwhich may require stayovers. Proactive and clear communication Englishlanguage proficiency Customer focused and driven to provide a consistenthigh levelof support Able to work independently with some individual responsibility Guides others within own area of expertise Good working knowledge of ITIL processes Identifiesand 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.Identifyalternative 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 Minimum2ndLine Support Experience Knowledge of PC and laptop hardware Experience supportingWorkstationoperating software Experience supporting mobile operatingAppleand AndroidOS Extensiveknowledge supporting users with MSOffice 365 A thorough understanding of network concepts Service Now IT System Management tool What You Get Private Medical Insurance Flexible working environment Learning & Development Great team culture Additional Information Our Benefits Flexible working environment Volunteer time off LinkedIn Learning Employee-Assistance-Program (EAP) About NIQ NIQ is the worlds 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 insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets, covering more than 90% of the worlds population. For more information, visit NIQ.com Want to keep up with our latest updates? Follow us on:LinkedIn|Instagram|Twitter|Facebook 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 thehttps://nielseniq.com/global/en/news-center/diversity-inclusion