Analyst, TechEx

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 position with a break/fix focus. 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 advanced knowledge of the core Microsoft O365 products, as well as experience with laptop/desktop/Mac and mobile device fixes. This position would suit self-starters excited about technology and able to find answers to resolve complex technical issues. This role reports to 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 provide feedback to the management team Collaborate where required on service improvement plans and operational projects