Junior IT Support Analyst (Onsite)

NielsenIQ; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading consumer intelligence company in London is seeking an IT Support Analyst responsible for delivering technical support to users, ensuring SLA compliance, and assisting with IT onboarding processes. Candidates should have a college diploma in IT with 2 years of IT support experience. This role includes responding to various IT issues and maintaining customer satisfaction. Flexible working arrangements and competitive benefits are offered.

Benefits

Private Medical Insurance

Flexible working environment

Learning & Development

Great team culture

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Qualifications

• At least 2 years’ experience working in an IT Support role.
• Experience supporting workstation operating software.
• Experience supporting mobile operating systems (Apple and Android).

Responsibilities

• Provide technical support to users through the analysis and resolution of problems.
• Ensure SLA compliance across Service Desk/Support teams.
• Assist with IT onboarding and offboarding of users.
• Respond to IT issues such as hardware maintenance and software.
• Walk customers through the problem-solving process.

Skills

Audio Video solutions knowledge

Clear communication

Customer focus

ITIL processes knowledge

Independent working ability

PC and laptop hardware knowledge

Mobile OS support

MS Office 365 proficiency

Network concepts understanding

Education

College diploma or equivalent in IT

Tools

Service Now IT System Management tool

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 toNielsenIQ’ssuccess. 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 customer’s 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 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.

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 https://nielseniq.com/global/en/news-center/diversity-inclusion