{"id":4176518,"url":"https://alion.io/job/nielseniq-support-specialist","title":"Support Specialist","company":{"id":9378,"name":"NielsenIQ","domain":"nielseniq.com","url":"https://alion.io/company/nielseniq","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":22,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"LinkedIn","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Instagram","optional":true},{"name":"X (Twitter)","optional":true}],"status":"live","first_seen_at":"2026-11-12T15:35:31Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T16:12:34Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Job\nSupport Specialist - Helpdesk, Chennai\nWork Model: 24x7 Global Support, rotational shifts\nRole Overview\nWe 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.\nThe role requires excellent spoken and written English communication skills, along with prior experience supporting international/global customers through inbound and outbound technical voice support.\nAs part of a global 24x7 support organization, the candidate must be comfortable working in rotational shifts, including nights, weekends, and public holidays as required.\nKey Responsibilities\nTechnical Support & Incident Management\nProvide Level 1 / advanced Service Desk support to users across multiple countries and regions. \nHandle technical support through inbound and outbound calls, tickets, email, chat, and other supported channels. \nDiagnose and troubleshoot hardware, software, operating system, network, VPN, authentication, and application access issues. \nPerform accurate incident diagnosis, troubleshooting, resolution, documentation, categorization, prioritization, and escalation. \nTake ownership of user issues from initial contact through resolution or appropriate escalation. \nEnsure incidents and service requests are managed in accordance with defined SLAs and ITIL processes. \nCollaborate with Level 2, Level 3 and infrastructure/application support teams for complex technical issues. \nProvide technical guidance and troubleshooting assistance to other Service Desk analysts. \nAssist with complex, recurring, high-impact, or escalated user issues. \nIdentify recurring issues, troubleshooting gaps, and opportunities for process improvement. \nContribute to the development and maintenance of Knowledge Base articles, troubleshooting guides, Standard Operating Procedures (SOPs), and known-error documentation. \nMaintain accurate and high-quality ticket documentation, including troubleshooting steps and resolution details. \nProactively identify opportunities for automation, self-service, knowledge improvement, and ticket reduction. \n 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. \nITIL-based Service Management practices in day-to-day operations, including Incident Management, Request Fulfilment, Knowledge Management and appropriate escalation procedures. \nExperience in supporting common enterprise technologies such as Windows, Microsoft 365, Outlook, Teams, OneDrive, Active Directory / Microsoft Entra ID, VPN and MFA. \n Our Benefits\nFlexible working environment\nVolunteer time off\nLinkedIn Learning\nEmployee-Assistance-Program (EAP)\nNIQ 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/\nAbout NIQ\nNIQ 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.\nFor more information, visit NIQ.com\nWant to keep up with our latest updates?\nFollow us on: LinkedIn | Instagram | Twitter | Facebook\nOur commitment to Diversity, Equity, and Inclusion\nAt 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. 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