Analyst, TechEx at NBCUniversal in New York, NY

Summary: NBCUniversal is one of the world's leading media and entertainment companies, and they are seeking a Technology Experience (TechEx) Analyst to join their Global Support Team. The role involves providing 1st/2nd line desk side support and requires a high level of customer service to resolve technical issues related to Microsoft O365 products and other technologies. 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 Required Qualifications: - Experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile, etc - Relevant IT Support experience - Awareness of ITIL fundamentals - Relevant experience in performing and managing clearly defined SLA targets - 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) - Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite Preferred Qualifications: - 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 Required Skills: Windows, Mac OSX, Office 365 Important Skills: Active Directory, ITIL fundamentals Nice-to-Have Skills: Customer service, Passionate about technology, Team player Benefits: Medical, dental and vision insurance, 401(k), Paid leave, Tuition reimbursement, A variety of other discounts and perks