Analyst, TechEx

The Technology Experience (TechEx) Analyst role is an exciting opportunity to be a part of the NBCU Global Support Team. The role is based at our Universal Studios, Los Angeles location.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 TechEx West Coast Management and is fully onsite. While operating as the single representative for Technology Experience, the successful candidate will have local colleagues supporting other elements of the broadcast technologies, Film, and theme parks within the locale.Responsibilities: Provide support to customers via phone, live chat, and working tickets in a high-volume environment.Break Fix support of IT issuesFulfill 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.Provide support for users at the Techbar and other project base requestsBe flexible to aid colleagues in other areas of the Universal Studios lot