Representative 2 IT Support - Helpdesk

Representative 2 IT Support - Helpdesk

Comcast Advertising is driving the TV advertising industry forward, delivering ads and pioneering the technology that makes it possible. This position supports internal users by receiving problem reports via phone or email, tracking issues, and resolving or escalating them as necessary.

Core Responsibilities

• Develop and improve documentation for problem analysis and resolution.
• Perform trend analysis to ensure optimal system performance.
• Escalate issues to IT Operations when necessary.
• Serve as the 1st point of contact for ticket resolution.
• Meet service-level agreements and prepare performance reports.
• Administer the knowledge base for accuracy and usage.
• Conduct training for new hires and sessions for supported apps.
• Manage trouble tickets and educate users on system operations.
• Handle support calls with consistent punctuality and presence.

Employees At All Levels Are Expected To

• Understand Comcast's Operating Principles and customer-first approach.
• Be enthusiastic learners and advocates of digital tools.
• Work collaboratively to drive team and customer success.
• Participate in feedback systems like the Net Promoter System.
• Support a culture of inclusion and teamwork.

Additional Information

This role requires regular, consistent, and punctual attendance with the ability to work nights, weekends, and overtime as needed. Comcast is an equal opportunity employer committed to creating an inclusive environment.

Key skills/competency

• IT Support
• Helpdesk
• Troubleshooting
• Documentation
• Escalation
• Training
• Reporting
• Customer Service
• Analysis
• Collaboration