Analyst, TechEx

Company Description
NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.
Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.
Job Description
The Technology Experience (TechEx) Analyst role is an exciting opportunity to be a part of the NBCU Global Support Team. The role is based at our NBCUniversal New York, 30 Rock location.
The role is 1st/2nd line desk side support break and fix. It demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded. This is a technical role requiring expert knowledge of the core Microsoft O365 products also experience of laptop/desktop/Mac and Mobile. This position would suit self-starters excited about technology and able to find answers to resolve complex technical issues.
This role reports into the TechEx NY Management. While operating as the single representative for Technology Experience, the successful candidate will have local colleagues supporting other elements of the broadcast technologies within the locale.
Responsibilities:

• Provide support to customers via phone, live chat, and working tickets in a high-volume environment.
• Break Fix support of IT issues
• Fulfill or triage customer requests.
• Deliver exceptional customer service.
• Understand Team targets and deliver to them.
• Identify process improvement opportunities and feedback to the management team.
• Collaborate where required on service improvement plans and operational projects.

Qualifications
Requirements:

• 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.

Desired Characteristics:

• Someone who genuinely puts their customer first.
• A team player who acts in the interest of all.
• A passionate and motivated individual.
• Someone with a flexible schedule that can cover later shifts, weekends, or holidays when needed.

Additional Requirements:

• Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.
Salary range: $62,000 - $80,000
Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].