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.