30 ott - Roma
NBCUniversal Media
Business Segment: Operations & Technology
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 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, and 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, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal 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.
For almost a century, Universal has been known for its diverse slate of films. Universal Pictures International owns and operates direct theatrical marketing and distribution of feature films in many locations around the globe. Universal Pictures Italy is the Italian theatrical distribution arm,
responsible for bringing Universal's films to audiences across Italy through local marketing, publicity, and cinema distribution activities.
Job Description The TechEx Operations 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.
Qualifica