Associate Support Specialist
External
Nielseniq · Chennai, IndiaPrepare for this interview
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Additional Information
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. 1-2 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.
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