Analyst, Techline

NBCUniversal•New York, NY

10d•$62,000 - $70,000•Remote

About The Position

The TechLine Analyst is part of NBCUniversal’s Global Service Desk and serves as a first point of contact for employees and partners seeking IT support. The Analyst resolves a high percentage of issues at first contact and provides customer service that meets or exceeds satisfaction targets. This technical role requires knowledge of NBCUniversal’s core IT landscape, initiative, enthusiasm for technology, and the ability to find solutions to complex technical issues. The position is fully remote and requires a suitable home work area with minimal distractions and a strong, consistent internet connection.

Requirements

At least 3 years of relevant IT support experience.
Experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, and mobile technology.
Relevant experience performing and managing clearly defined SLA targets.
Awareness of ITIL fundamentals.
Passion for technology.
A home work environment suitable for full-time remote work, with a quiet area, minimal distractions, and a strong, consistent internet connection.

Nice To Haves

A genuine customer-first approach.
A team-oriented approach that acts in the interest of all.
A passionate and motivated attitude.
A flexible schedule to cover later shifts, weekends, or holidays when needed.

Responsibilities

Provide support via phone, live chat, and tickets in a high-volume environment.
Provide break-fix support for IT issues.
Fulfill customer requests or triage them as needed.
Deliver exceptional customer service.
Understand team targets and deliver against them.
Identify process improvement opportunities and provide feedback to the management team.
Collaborate on service improvement plans and operational projects when required.