Analyst, Client Services

Job Description

The Technology Experience (TechEx) Desk Side Analyst role is an exciting opportunity to be a part of the NBCU Global Support Team.  The role is based at our NBCUniversal local TV station in Dallas.

The role is 1st/2nd line desk side support break and fix. 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 expert knowledge of the core Microsoft O365 products also experience of laptop/desktop/Mac and Mobile.  This position would suit self-starters excited about technology and able to find answers to resolve complex technical issues.

This role reports into the Service Delivery Manager for Owned Stations. 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.

YOUR DAY TO DAY: 

• Break Fix support of IT issues
• 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

WHO WE’RE LOOKING FOR: 

• Someone who genuinely puts their customer first
• A team player who acts in the interest of all
• A passionate and motivated individual
• An excellent communicator, able to confidently communicate in person with customers
• Someone who can balance the requirements of a high demand / high criticality environment

Qualifications

• Experience with common technologies including Windows, OSX, Office 365, AD , mobile etc 
• Relevant IT support experience 
• Awareness of ITIL fundamentals 
• Relevant experience of performing and managing to clearly defined SLA targets 
• Passionate about technology 
• Must be onsite

Salary Range: $60,000 - $80,000 annually

Additional Information

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. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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