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?.
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 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, 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 the appropriate internal team.
Identify and suggest possible improvements on 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 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, townhalls, 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 alternative 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
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 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(TM). 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
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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

Skills Required