Support Specialist

Job Description

About Job

Support Specialist - Helpdesk, Chennai
Work Model: 24x7 Global Support, rotational shifts

Role Overview

We are looking for an experienced and customer-focused Support Specialist - Helpdesk to join our Global IT Service Desk team. The ideal candidate will have 5+ years of experience in IT Service Desk / Technical Support, with strong expertise in troubleshooting end-user technology issues and supporting users in a global enterprise environment.

The role requires excellent spoken and written English communication skills, along with prior experience supporting international/global customers through inbound and outbound technical voice support.

As part of a global 24x7 support organization, the candidate must be comfortable working in rotational shifts, including nights, weekends, and public holidays as required.

Key Responsibilities

Technical Support & Incident Management

• Provide Level 1 / advanced Service Desk support to users across multiple countries and regions.
• Handle technical support through inbound and outbound calls, tickets, email, chat, and other supported channels.
• Diagnose and troubleshoot hardware, software, operating system, network, VPN, authentication, and application access issues.
• Perform accurate incident diagnosis, troubleshooting, resolution, documentation, categorization, prioritization, and escalation.
• Take ownership of user issues from initial contact through resolution or appropriate escalation.
• Ensure incidents and service requests are managed in accordance with defined SLAs and ITIL processes.
• Collaborate with Level 2, Level 3 and infrastructure/application support teams for complex technical issues.
• Provide technical guidance and troubleshooting assistance to other Service Desk analysts.
• Assist with complex, recurring, high-impact, or escalated user issues.
• Identify recurring issues, troubleshooting gaps, and opportunities for process improvement.
• Contribute to the development and maintenance of Knowledge Base articles, troubleshooting guides, Standard Operating Procedures (SOPs), and known-error documentation.
• Maintain accurate and high-quality ticket documentation, including troubleshooting steps and resolution details.
• Proactively identify opportunities for automation, self-service, knowledge improvement, and ticket reduction.

Qualifications

• 3-5 years of experience required- ServiceNow or equivalent enterprise ITSM platforms to log, track, manage, update, and resolve incidents and service requests while ensuring accurate ticket documentation.
• ITIL-based Service Management practices in day-to-day operations, including Incident Management, Request Fulfilment, Knowledge Management and appropriate escalation procedures.
• Experience in supporting common enterprise technologies such as Windows, Microsoft 365, Outlook, Teams, OneDrive, Active Directory / Microsoft Entra ID, VPN and MFA.

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ's principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ's AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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 the