Job Description

The Associate Support Specialist will serve as the first point of contact for IT support within the organization. This role involves providing Level 1 technical assistance to end-users, resolving incidents, and fulfilling service requests in alignment with agreed Service Level Agreements (SLAs). The ideal candidate should possess strong troubleshooting skills, customer service orientation, and the ability to work in a fast-paced environment.
Responsibilities include but are not limited to:
Act as the initial point of contact for IT-related issues via phone, email, chat, or ticketing system.
Diagnose and resolve Level 1 technical issues related to hardware, software, operating systems (Windows, MacOS), and mobile platforms (iOS, Android).
Handle password resets, account unlocks, and basic user account administration.
Install, configure, and manage software on end-user systems.
Provide support for VPN, remote access, and basic network connectivity issues.
Document all incidents and service requests accurately in the ITSM tool (ServiceNow).
Escalate unresolved issues to Level 2/3 support teams following defined escalation procedures.
Maintain high standards of customer communication and ensure timely updates on ticket status.
Contribute to knowledge base articles and FAQs for common issues.
Ensure compliance with ITIL practices and organizational policies.
Respond promptly to requests for assistance and confirm completion.
Follow standard operating procedures, adhere to company policies, and respect ground rules.
Qualifications

• 6 months to 3 years of experience in IT Service Desk or technical support.

Basic understanding of operating systems (Windows, MacOS) and mobile OS (iOS, Android).
Familiarity with ITSM tool (ServiceNow) and remote support tools.
Ability to work in shifts and provide 24x7 support.
Desired certifications CompTIA A+, ITILv4
Strong problem-solving and analytical skills.
Good verbal and written communication skills.
Customer-centric approach with strong interpersonal skills.
Team player with a proactive attitude toward learning and adapting to new technologies.
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
Want to keep up with our latest updates?
Follow us on: | | |
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