TechEx Operations Analyst (IT Support) in Bedford

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.

Job Description

OVERVIEW

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

• 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 or coordination experience.
• Relevant certifications (e.g. ITIL, Microsoft), or a willingness to work towards them.
• Exposure to automation tools such as Power Automate or Power Apps.

REQUIREMENTS

• Eligibility to work in EU.
• Ability to travel to other company sites as required to support operational needs, training, town halls, business events, and key initiatives.

The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.