Junior IT Support Analyst (Onsite) at Nielsen

London, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Market ResearchIndustries

Requirements

At least 2 years’ experience working in an IT Support role
College diploma or equivalent in IT
Minimum 2nd Line Support Experience
Knowledge of PC and laptop hardware
Experience supporting Workstation operating software
Experience supporting mobile operating software
Extensive knowledge of Audio Video solutions in supporting, setting up and troubleshooting
Experience setting up Audio Video solutions at events, townhalls, hotels and supporting the executive team (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

Responsibilities

Provide technical support to users through the analysis and resolution of technical problems
Act as technical subject matter expert within the Service Support environment
Ensure SLA compliance across Service Desk/Support teams/resources
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

Skills

Key technologies and capabilities for this role

IT SupportServiceNowHardware MaintenanceSoftware SupportNetworkingTroubleshootingSLA ComplianceUser OnboardingAsset ManagementRemote SupportProblem Solving

Questions & Answers

Common questions about this position

Is this position remote or onsite?

This is an onsite position.

What experience is required for this role?

At least 2 years’ experience working in an IT Support role and a college diploma or equivalent in IT are required.

What are the desirable skills for this position?

Desirable skills include 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.

What is the salary range for this position?

This information is not specified in the job description.

What does the team at NielsenIQ do?

The NielsenIQ Enterprise Platforms team ensures the strategy, design, delivery, deployment, maintenance and support of corporate technologies, supporting over 35,000 global employees and partnering with areas like HRIS, Finance, eRecruitment, T&E, and Procurement.

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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