How your CV stacks up
Upload your CV to see how well it fits this job role
?%
TechEx Operations Analyst
TechEx Analyst - NBCUniversal
Company Description
NBConvUniversal 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 global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including:
- NBC
- NBC News
- NBC Sports
- Telemundo
- NBC Local Stations
- Bravo
- Peacock (our premium ad-supported streaming service)
We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including:
- Universal Pictures
- DreamWorks Animation
- Focus Features
And the four global television studios under the Universal Studio Group banner, as well as operating industry-leading theme parks and experiences worldwide through Universal Destinations & Experiences, including:
- Universal Orlando Resort, home to Universal Epic Universe
- Universal Studios Hollywood
NBConvUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.
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.
Job Description
Overview
The TechEx Analyst is responsible for delivering high-quality IT support across NBConvUniversal through multiple support channels, including:
- TechBar
- Online
- Phone
- Chat
- Remote
- 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 support channels: TechBar, online, phone, chat, remote, and in-person
- 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
- Microsoft 365 environments
- Support:
- Meeting rooms
- Collaboration tools
- Workplace technology
- Work closely with internal resolver groups, including infrastructure and network teams, to coordinate and resolve complex issues
- Provide smart hands support for third-party vendors and internal teams, including on-site technical activities where required
- Proactively identify:
- Recurring issues
- Trends
- Opportunities for improvement, taking action where appropriate or feeding into the wider TechEx roadmap
- Support and follow ServiceNow processes, ensuring:
- Accurate ticket management
- Data quality
- Adherence to service workflows
- Contribute to the evolution of support practices, including adopting:
- Automation
- AI-driven capabilities within service management
- Manage and prioritise workloads effectively, balancing:
- Reactive support
- Planned activities
- 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 for:
- Site support
- Training
- Town halls
- Business events
- Key initiatives
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Qualifications
Experience
- Minimum 3+ years’ experience providing IT support in a client-facing role, supporting users at all levels within a medium to large, enterprise environment
- Strong hands-on experience supporting Windows, macOS, and iOS devices in a corporate setting
- Proven experience working with the Microsoft 365 ecosystem, including:
- User support
- Administration across core services
- Demonstrable experience using ServiceNow in a structured, SLA-driven environment, focusing on:
- Accurate ticket management
- Process adherence
- Practical experience with:
- Active Directory
- Azure AD (user and access management tasks)
- Hands-on experience with endpoint management tools, including:
- Microsoft Intune
- Apple DEP (device enrolment, configuration, support)
- Strong experience supporting users:
- On-site
- Remotely via phone, chat, and virtual support tools
- Good understanding of networking fundamentals, such as:
- TCP/IP
- DNS
- LAN/WAN, with the ability to troubleshoot common connectivity issues
- Experience supporting a broad range of end-user hardware:
- Desktops
- Laptops
- Mobile devices
- Peripherals
- Experience supporting meeting room and AV technologies, including first-line troubleshooting across platforms such as:
- Microsoft Teams Rooms
- Cisco
- Crestron, or similar
- Experience working within structured, process-driven environments, including:
- Service management
- Governance and change control
- Experience in customer-facing environments such as:
- Media
- Hospitality
- Theme parks
- Familiarity with digital experience monitoring tools like Nexthink
- Exposure to:
- Continuous Service Improvement (CSI) practices
- Project delivery or coordination
- Relevant certifications (e.g. ITIL, Microsoft), or the willingness to work towards them
- Exposure to automation tools such as Power Automate or Power Apps
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Requirements
-
Eligibility to work in the EU
-
Availability to travel to other company sites for:
- Operational needs
- Training
- Town halls
- Business events
- Key initiatives
-
Note: The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.
Additional Information
-
As part of our selection process, external candidates may be required to attend an in-person interview with an NBConvUniversal employee at one of our locations prior to a hiring decision.
-
NBConvUniversal’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
-
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process due to your disability, you have the right to request a reasonable accommodation. Email your request to [email protected].
-
Business Segment: Operations & Technology
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location