Technical Analyst

**Company Description**NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.Comcast NBCUniversal has announced its intent to create a new publicly traded company ('SpinCo') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.The TechEx Analyst role is an exciting opportunity to be a part of the NBCU LATAM Service Desk, branded as TechEx.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 TechEx 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.**REQUIREMENTS**:**YOUR DAY TO DAY**:- 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.- support live events when necessary.**Qualifications** 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.- Someone with a flexible schedule that can cover later shifts, weekends or holidays when needed.**PREFERRED 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 mínimal distractions and a strong, consistent internet connection).**Additional Information