This Tech. Ex\Tech. Line Analyst role is an exciting opportunity to be a part of the Operations & Technology organization at NBCUniversal. Being the first point of contact for NBCU employees and partners requiring IT support, the Analyst will resolve a high percentage of issues at first contact. This role demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded. The Analyst role is a technical role requiring expert knowledge of the co... more details
Job Description
This TechEx\TechLine Analyst role is an exciting opportunity to be a part of the Operations & Technology organization at NBCUniversal. Being the first point of contact for NBCU employees and partners requiring IT support, the Analyst will resolve a high percentage of issues at first contact. This role demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded. The Analyst role is a technical role requiring expert knowledge of the core NBCU IT landscape. Analysts should be self-starters, excited about technology, and able to find answers to resolve complex technical issues.
YOUR DAY TO DAY:
Provide support to customers via phone, live chat, in-person, and working tickets.
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.
WHO WE’RE LOOKING FOR:
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.
Qualifications
Candidates must be within commuting distance of our 30 Rockefeller Plaza, NY office.
Candidates will also require an environment suitable for working from home (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection).
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.
You must be able to travel to and work from onsite 2 times per week or as needed for coverage.
Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
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 - $70,000
Additional Information
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, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].
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