IT Support Specialist

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.

Job Description

What you'll do

• Office based role
• 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, and ongoing support of new software and features.
• Assist in the IT onboarding and offboarding of users.
• Ensure that asset information is reviewed and kept up to date.
• Walk customers through the problem-solving process, directing unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Ensure all tickets, problems, changes, and/or configuration items are updated in ServiceNow.
• Follow-up and update customer status and information.
• 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
• Identify and maintains regular contacts with main customers. Answer customers' queries promptly and follow up on them until satisfied

Qualifications

• 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
• 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

Desirable skills

• Experience working in a global support environment

Typical Education and Work Experience required

• At least 4 years' experience working in an IT Support role, some of which at a senior level
• College diploma or equivalent in IT.

Additional Information

• Main base office location: Budapest NIQ office
• Support other offices: Budapest Brandbank office

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.

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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