Analyst, TechEx

NBCUniversal•Stamford, CT

1d•Onsite

About The Position

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 Stamford, 1 Blachley Road 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.

Requirements

Experience with Windows, Mac OSX, Office 365, Active Directory, and mobile.
Relevant IT Support experience.
Awareness of ITIL fundamentals.
Relevant experience in performing and managing clearly defined SLA targets.
Strong Enterprise IT matrices support and ability to explain solutions plainly.

Nice To Haves

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.

Responsibilities

Provide support to customers via TechBar walk-up desk, 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 provide feedback to the management team.
Collaborate where required on service improvement plans and operational projects.