Analyst, Client Services

ResponsibilitiesResponsibilities :The Sr. Analyst/Lead of TVP Operations is a passionate, enthusiastic, individual who has a drive to succeed and is excited about customer service. This person is a member of the TV Production support team located at 30 Rockefeller providing workplace support to SNL crew and talent. The Sr. Analyst will take ownership of all walk ups, tickets or calls routed to them from internal contact sources or customers. He or She will be required to perform a higher level of technical analysis and will work these tickets to resolution or route to the appropriate resolution group. This individual will be part of an onsite support team that delivers exceptional service experience.Own high priority and complex workplace issues through resolution; Share results with team lead, Manager, Client Service (CS). Escalate issues to Tech LeaderProvide end user workplace support for SNL crew and talent including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals.Must be proficient in Mac OS X and Mac OS X Server administration, Unix Command Line, VMware, Microsoft Windows, Microsoft Office, Final Draft, Final Cut Studio, QuickTime, Adobe Creative SuiteMust be willing to work overtime, nights, holidays, and weekends, often with short notice.Must be self-sufficient and proactive. Ability to multi-task and prioritize assignments under high pressure in a fast-paced, deadline driven environment. Ability to work within a team environment.Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or CS Manager (AND act as liaison between client and Subject Matter Expert until ticket is closed).Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc. PC refresh vs. New Hires.Brainstorm workplace solutions where standard offerings are not available and collaborate with technical lead to create a proposalConduct PC refresh pre-site surveys to identify requirements for any hardware or software procurementAssist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Manager.Assist with troubleshooting by partnering with other IT teams across the organization (Business Technology, Infrastructure, etc).Study new workplace technologies and attend/recommend training where needed (with CS Manager). Reference training plan.Provide feedback from end users to their Client Services ManagerMaintain solid business relationships:Communicate and provide bi-weekly updates, regarding overall health of client services support along with status of planned infrastructure changes, which affect the end user experience.Continue to gather opportunities for improvement and attend business departmental staff meetings to provide updatesIdentify, document, and maintain list of department leaders & key business contactsSeek out and communicate upgrades impacting the workplaceIncludes workplace related changes through workplace technology team (HW/SW upgrades), security team (PC patches), enterprise services team (email/identity mgmt.)Qualifications/RequirementsQualifications: - Minimum of 3 years’ experience providing direct end-user support for a fortune 500 company in a Macintosh and Microsoft Windows with strong experience troubleshooting and able to utilize analytic ability to solve technical problems. - Advanced knowledge and in-depth proficiency with Office productivity software, including Outlook, Active Directory, iOS, Android, Windows, and Mac operating systems.Experience supporting desktop, Mac, tablet, smartphone, network, and telecom hardware. - Demonstrated ability to diagnose, repair and solve for desktops, network and telecom devices, mobile devices, printers, software, and hardware related problems.- Experience is training clients on how to use productivity tools.- Able to work 24/7 to provide phone and in-person support, travel as needed on a short notice and occasionally out of state.- Ability to handle multiple tasks and projects simultaneously, working independently and as part of a team in a collaborative manner.- Must demonstrate strong skills in the areas of analysis, organization, and escalation.- Excellent communication skills. Able to communicate actions clearly & succinctly and/or next steps.- Highly customer-focused and very responsive. Listens, understands, and acts.- Takes accountability for action items and requests even though including with requests outside of his/her direct control, following up and leaving nothing to chance.Desired CharacteristicsDesired Characteristics:- Ability to work and collaborate well in a team environment- Mission-critical support environment experience.- Media and Entertainment industry experience.- Microsoft, Dell, or Apple certified a plus.- Strong analytical and problem-solving skills.- Strong knowledge of mobile technologies.Sub-BusinessGlobal Media Operations Career LevelEntry-Level CityUniversal CityState/ProvinceCaliforniaCountryUnited States About UsNBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.NoticesNBCUniversal’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. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.NBCUniversal is an equal opportunity employer and will provide reasonable accommodations as required by applicable federal, state, and/or local laws.Job Number: 68097BRPosting Category: Technology & Engineering Business Segment: Operations & Technology