Analyst, Techline

The TechLine Analyst role is an exciting opportunity to be a part of the NBCU Global Service Desk, branded as TechLine.

Being the first point of contact for NBCU employees and partners requiring IT support, the Analyst will resolve a high percentage of issues at first contact. This role demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded.

The TechLine Analyst role is a technical role requiring knowledge of the core NBCU IT landscape. Analysts should be self-starters, excited about technology and able to find answers to resolve complex technical issues.

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 feedback to the management team.
• Collaborate where required on service improvement plans and operational projects.

Requirements:

• 3+ years of relevant experience in IT Support, and experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile, etc.
• Relevant experience in performing and managing clearly defined SLA targets.
• Awareness of ITIL fundamentals.
• Passionate about technology.
• An environment suitable for working from home full-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection).

Desired Characteristics:

• 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.

Additional Requirements:

• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee’s residence.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $62,000 - $70,000

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

For LA County and City Residents Only:  NBCUniversal will consider for employment  qualified applicants with criminal histories, or arrest or conviction records, in a manner  consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.