TechEx Analyst
Pubblicato il 29-10-2026 - NBCUniversal in Roma
Job Description
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.
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 and administration across core services
- Demonstrable experience using ServiceNow within a structured, SLA-driven environment, with a focus on accurate ticket management and process adherence
- Practical experience with Active Directory and Azure AD, performing user and access management tasks
- Hands-on experience with endpoint management tools (such as Microsoft Intune and Apple DEP), including device enrolment, configuration, and support
- Strong experience supporting users both on-site and remotely via phone, chat, and virtual support tools
- Good understanding of networking fundamentals (e.g. TCP/IP, DNS, LAN/WAN), with the ability to troubleshoot common connectivity issues
- Experience supporting a broad range of end-user hardware, including desktops, laptops, mobile devices, and peripherals
- Experience supporting meeting room and AV technologies, with the ability to perform first-line troubleshooting across platforms such as Microsoft Teams Rooms, Cisco, Crestron, or similar
- Experience working within structured, process-driven environments, with an understanding of service management, governance, and change control Experience within customer-facing environments such as media, hospitality, or theme parks.
- Familiarity with digital experience monitoring tools such as Nexthink
- Exposure to Continuous Service Improvement (CSI) practices project delivery