Responsibilities
The ideal candidate will provide computer technical support through phone/chat to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status within the Nielsen end user community
Under minimal supervision, provides front line support to end users to include interacting with other technical teams as needed to resolve end user technical issues.
Provides remote technical support by performing installation, repair, and preventative maintenance of operating systems and software/Hardware.
Troubleshoots software and hardware failures and applies domain specific knowledge to return applications/equipment to operational status within agreed upon Service Level Agreement parameters.
Interacts daily with supervisor, peer groups and customers in order to manage workflow in a timely and professional manner.
Supports and maintains user account information including administration rights and relevant updates to Service Now ticketing system.
Responsible for implementing fixes and patches as required by Desktop Engineering team
Understands and can apply advanced technical principles and methodologies.
Apply previous learnings, maintain certifications and demonstrate willingness to adapt new technology solutions.
Provide account management (password resets) support to End user community.
Install, Configure and Manage software’s on end user machines.
Ensure any end user issues are handled expeditiously and that all proper ticket and issue documentation is completed
Participate in Critical Incidents to Identify, support and escalate on timely manner.
Soft skills and Professionalism
Excellent spoken & written English language skills with an experience of international voice profile (global clients) – Inbound/Outbound (technical support).
Global support needs 24*7 availability. This involves working in various shifts.
Ability to successfully build relationships with challenging stakeholders and navigate social environments
Ability to communicate effectively
Can adapt to change and new ideas or ways of working
Exhibits empathy when partnering with internal and external stakeholders
Maintain an enthusiastic attitude and willingness to always assist users
Always ensure that conversations/discussions with end users are professional and focused on issues related to business and technology support
Always ask for assistance when unsure of how to address a situation and lean on the team for support and additional training when needed
Demonstrated ability to communicate or escalate situations which cannot be resolved quickly or are likely to be escalated
Show initiative and follow through to completion of assigned tasks
Respond timely to requests for assistance and confirm completion
Respond positively to coaching and show improvement in areas requiring additional training or feedback
Qualifications
4+ years related experience with relevant certification
Bachelor’s Degree and equivalent work experience.
Excellent Spoken and written English is a must.
Excellent telephone communication skills.
Strong customer service focus.
Experience with MS Windows 8, 10, and 7
Self-motivated, creative, willing to work as a member of a team, organized and able to manage individual schedules
Desired certifications CompTIA A+, ITILv3
Virtualization and Office 365 knowledge will be added advantage
Must be competent to work as part of a team on all phases of customer support which includes phone calls and live chat support.
Additional Information
About NielsenIQ
NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.
NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.
Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than...
Apply For This JobResponsibilities Plan and execute all digital marketing, including SEO/SEM, marketing database, email, social media and display advertising campaigns Design, build...
Apply For This JobRole System Engineer- L1 Experience 1.5-2 years of Hands on IT Support Job Location Bengaluru Educational qualification Any Degree IT...
Apply For This JobWHO WE ARE: RealPage is changing the technology real estate industry and our teammates know how to think big and...
Apply For This JobJob Description We are HIRING Mid-level IT Manager Propel is a Digital Business Design firm that:Helps organization’s transition to the...
Apply For This JobJob SummaryDear Candidate, Urgent opening for IT Help desk role at Navi Mumbai.Immediate Joiners Preferred. Language Proficiency – Goan Konkani...
Apply For This Job