Analyst, Techline

NBCUniversal•New York, NY

9d•Remote

About The Position

The TechLine Analyst is part of NBCUniversal’s Global Service Desk, branded as TechLine, and serves as the first point of contact for employees and partners who need IT support. The Analyst resolves a high percentage of issues at first contact and delivers a high level of customer service to maintain and exceed customer 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 home work area suitable for focused work, with a strong, consistent internet connection.

Requirements

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

Nice To Haves

A genuine customer-first approach.
Team-oriented approach, acting in the interest of the broader team.
Passion and motivation.
Schedule flexibility to cover later shifts, weekends, or holidays when needed.

Responsibilities

Provide customer support by phone, live chat, and tickets in a high-volume environment.
Troubleshoot and resolve IT issues (break/fix support).
Fulfill or triage customer requests.
Deliver exceptional customer service.
Understand team targets and meet them.
Identify process improvement opportunities and provide feedback to the management team.
Collaborate on service improvement plans and operational projects when required.