[Hiring] Analyst, Techline @NBCUniversal

Role Description

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.

• 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.

Qualifications

• 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).

Requirements

• 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.

Benefits

• 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.
• Salary range: $62,000 - $70,000.