IT Helpdesk Support Analyst

At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

ABOUT THE ROLE

Nielsen Technology Team is looking for Helpdesk Analyst who will manage and support Network Administration, Hardware & Software Maintenance and timely resolve IT incidents.

**ROLE RESPONSIBILTIES**:

- Co-ordination and management of client requests such as assign correct priorities based on client needs, Include accurate time estimate of request completion where established delivery against SLA targets. Ensure all issues are logged and resolved correctly in the help desk system.
- Timely resolution of IT incidents, software and hardware related.
- Basic network administration: timely set up of user privileges, including addition of new user accounts, timely removal of non-existent users and or resources.
- Review of antivirus logs, system event logs daily and or weekly, accurate interpretation of the logs.
- All errors are to immediately escalated to the appropriate person.
- Hardware and software maintenance: Installation and management of workstations/laptops in accordance to corporate standard and industry best practice, Installation and management of third party software, Implementation of software patches and updates as required and ensure the asset register is maintained and is kept up to date.
- Documentation: Maintain relevant documentation to an acceptable standard and appropriate industry best practice, actively instigate and establish documentation where none exists.
- Escalate all issues to senior members within the IT or Systems team, when beyond your level of expertise or where the impact is global in nature (effecting a group of users and or the entire business).
- Outline additional duties if applicable:

- Comply with all reasonable directions and instructions given to you by the Director of IT Services or the IT Manager.

**QUALIFICATIONS & SKILLS**:

- Minimum 2 years work experience in Helpdesk environment
- Qualifications (Diploma, or Degree) in Information Technology or similar
- Prior proven success in a technical support role (supporting multiple clients, an advantage)
- Working knowledge of Microsoft Active Directory and Microsoft Server & Desktop OS
- General knowledge of computer hardware, Operating System software, networking, software security
- Prior experience supporting remote sites and backup software
- Proven ability to work under pressure and meet deadlines
- Desire and willingness to collaborate and engage with others in order to achieve team success and goals

**WHY WORK FOR NIELSEN?**

At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. Your manager and others within the Nielsen community are here to help support and invest in your continuous growth.

**Nielsen promotes work life balance **by offering Flexible (Smart) working, a day off for your Birthday, a ‘No leave No life’ policy which rewards you with bonus annual leave days per year, volunteering leave, and paid parental leave for both carers.

**Be a Learn-It-All**. Nielsen invests in the growth and development of our team offering an Education assist program, a global mentoring program, and access to internal training and development resources via online platforms.

**Your wellbeing is our priority**. We partner with Spring Health for our EAP offering counseling and support for our staff and their family. In addition we focus on holistic wellness with dedicated activities on physical, mental and financial wellbeing.

**Commitment to diversity and inclusion**. Diversity, equity and inclusion are at the heart of everything we do — from our people to our products. We value diversity of thought, experiences, skills and backgrounds. We're focused on creating a culture of inclusion—where we value, encourage and promote the various thoughts, opinions and insights of our diverse workforce. All employees have an opportunity to contribute to the causes they are most passionate about via our Business Resource Groups.

LI-LV1

As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth.

Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing