Support Bar Analyst (IT Help Desk)

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way.

The successful candidate will be responsible for providing local and frontline support at their locations and will serve as a main point of contact for studios issues while at the same time having a high level of technical knowledge and high level of customer server across instant messaging, email, telephone and face to face interactions.

This is an excellent opportunity for a Support Bar Analyst (IT Help Desk with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment.

This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

A few extra key tasks could be in touch with “End user Experience” team, responsible for ensuring that our clients have seamless access to their business hardware, applications and data while working remotely, and that their mobile devices are secure and also responsible for ensuring that the onsite experience is the same globally by helping to standardise equipment and processes.

Full scope of tasks including but not limited to:

• Act as front line support for local and/or time zone based employees.
• Serve as the main point of contact for our customers via email, walk ups, and chat support.
• Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.
• Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.
• Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution.
• Collaborate with other teams to identify and resolve technical issues.
• Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.
• Identify and escalate issues requiring urgent attention to the appropriate parties.
• Ensure SLAs are met and that our internal users are provided with an exceptional user experience.
• Ensure that all IT assets in the local office are managed and maintained to a high standard.
• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.
• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization

• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.

• Strong knowledge of first and second line support operations.

• Desirable knowledge of ServiceNow and industry trends.

• Excellent relationship building skills.
• Ability to work in a matrix management environment.
• Proven work experience in a customer service or Helpdesk role.
• Excellent communication and active listening skills with a customer-first mindset.
• Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively.
• Ability to learn quickly and adapt to new software applications and technologies.
• Excellent problem-solving skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

Skills and experience desidered

• Manage the deployment, configuration, and maintenance of mobile devices, including tablets, smartphones, consoles, Meeting Room solutions (Intune, Autopilot, EMS, MDM, VDI) 

• Manage the deployment, configuration, and maintenance of user peripherals 
• Provide 3rd line support for mobility applications to team members, customers 
• Helping Keywords gain compliancy in Local and global standards (ISO 27001, Cyber Essentials Plus) 
• Collaborate with other stakeholders to ensure application security and data privacy are maintained 
• Evaluate emerging technologies and provide recommendations for improving mobility services by closely working with OEMs and Vendors
• Develop and maintain technical documentation related to mobility solutions, providing training where needed to other departments on mobility solutions
• Basic knowledge of ITIL process.

Welfare & Fringe benefit

A company portal of benefits and discounts

Language courses incentives

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