OVERVIEW
 

The TechEx Analyst is responsible for delivering high-quality IT support across NBCUniversal through multiple support channels, including TechBar, online, phone, chat, remote, and in-person services. Acting as a key point of contact for end users, this role provides hands-on support across desktop, mobile, and enterprise systems, ensuring issues are resolved efficiently and with a strong focus on customer experience.

This role operates in a fast-paced environment and requires a proactive, ownership-led approach. The Analyst is expected to take full responsibility for incidents from initial diagnosis through to resolution, working closely with internal technology teams and third-party providers where required. In addition to core support activities, the role also provides smart hands support for infrastructure and network teams, ensuring seamless operational delivery across services.

Key Responsibilities

• Provide hands-on IT support for hardware, software, and enterprise systems across multiple business units through TechBar, online, phone, chat, remote, and in-person support channels
• Deliver a consistent, customer-focused support experience across all TechEx service channels, including walk-up TechBar interactions, digital support, and direct user engagement
• Take end-to-end ownership of incidents and service requests, ensuring timely resolution in line with service expectations
• Act as a primary point of contact for users, delivering a professional and high-quality support experience at all levels of the organisation, including senior stakeholders and executives
• Diagnose and resolve technical issues across Windows, macOS, mobile devices, and Microsoft 365 environments
• Support meeting rooms, collaboration tools, and workplace technology to ensure a consistent user experience
• Work closely with internal resolver groups, including infrastructure and network teams, to coordinate and resolve more complex issues
• Provide smart hands support for third-party vendors and internal teams, assisting with on-site technical activities where required
• Proactively identify recurring issues, trends, and opportunities for improvement, taking action where appropriate or feeding into the wider TechEx roadmap
• Support and follow established ServiceNow processes, ensuring accurate ticket management, data quality, and adherence to service workflows
• Contribute to the ongoing evolution of support practices, including the adoption of automation and AI-driven capabilities within service management
• Manage and prioritise workload effectively, balancing reactive support with planned activities and project work
• Maintain accurate records of incidents, requests, and resolutions within service management tools
• Support the assigned primary site while remaining flexible to travel to other company locations when required, including for site support, training, town halls, business events, and key initiatives