TechEx Operations Analyst (IT Support)

OVERVIEW The TechEx Analyst is responsible for delivering high-quality IT support across NBCUniversal through multiple support channels, including TechBar, online, phone, chat, remote, and in-person services. Acting as a key point of contact for end users, this role provides hands-on support across desktop, mobile, and enterprise systems, ensuring issues are resolved efficiently and with a strong focus on customer experience. This role operates in a fast-paced environment and requires a proactive, ownership-led approach. The Analyst is expected to take full responsibility for incidents from initial diagnosis through to resolution, working closely with internal technology teams and third-party providers where required. In addition to core support activities, the role also provides smart hands support for infrastructure and network teams, ensuring seamless operational delivery across services. KEY RESPONSIBILITIES Provide hands-on IT support for hardware, software, and enterprise systems across multiple business units through TechBar, online, phone, chat, remote, and in-person support channels Deliver a consistent, customer-focused support experience across all TechEx service channels, including walk-up TechBar interactions, digital support, and direct user engagement Take end-to-end ownership of incidents and service requests, ensuring timely resolution in line with service expectations Act as a primary point of contact for users, delivering a professional and high-quality support experience at all levels of the organisation, including senior stakeholders and executives Diagnose and resolve technical issues across Windows, macOS, mobile devices, and Microsoft 365 environments Support meeting rooms, collaboration tools, and workplace technology to ensure a consistent user experience Work closely with internal resolver groups, including infrastructure and network teams, to coordinate and resolve more complex issues Provide smart hands support for third-party vendors and internal teams, assisting with on-site technical activities where required Proactively identify recurring issues, trends, and opportunities for improvement, taking action where appropriate or feeding into the wider TechEx roadmap Support and follow established ServiceNow processes, ensuring accurate ticket management, data quality, and adherence to service workflows Contribute to the ongoing evolution of support practices, including the adoption of automation and AI-driven capabilities within service management Manage and prioritise workload effectively, balancing reactive support with planned activities and project work Maintain accurate records of incidents, requests, and resolutions within service management tools Support the assigned primary site while remaining flexible to travel to other company locations when required, including for site support, training, town halls, business events, and key initiatives