Analyst, TechEx
Qualifications
Experience Level: Entry Level
- Experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile, etc
- Relevant IT Support experience
- Awareness of ITIL fundamentals
- Relevant experience in performing and managing clearly defined SLA targets
- Passionate about technology
- An environment suitable for working from home full-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection)
- Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite
Full Job Description
NBCUniversal, a premier global media and entertainment powerhouse based in New York, NY, is actively seeking a diligent Technology Experience (TechEx) Analyst to join our dynamic Global Support Team. This crucial role focuses on providing expert 1st/2nd line desk-side support, leveraging exceptional customer service skills to efficiently resolve a wide range of technical challenges, particularly those involving Microsoft O365 suite and other core technologies. The ideal candidate will thrive in a high-volume support environment, handling inquiries via phone, live chat, and ticketing systems. Responsibilities include comprehensive break-fix support for IT issues, fulfilling or triaging customer requests, and consistently delivering outstanding customer service. Success in this role requires a keen understanding of team objectives and SLA targets, with an active contribution to identifying and implementing process improvements for management. Collaboration on service enhancement plans and operational projects is also a key aspect of this position.
Company
NBCUniversal
NBCUniversal, a proud subsidiary of Comcast, stands as a global leader in media and entertainment. We specialize in the development, production, distribution, and marketing of premier entertainment an...