We are seeking a highly skilled and experienced Head of Local Support to oversee first and second line support across our studios, globally. The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users. This is an excellent opportunity for an Support Bar Analyst 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.
Duties and Responsibilities
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.
Requirements
- Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
- Strong Active Directory and Google Workspace Knowledge is required.
- Strong knowledge of first and second line support operations.
- Strong 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 and conflict resolution skills.
- Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.
Benefits
- Generous Paid Annual Leave – enjoy the time you need to recharge.
- Family Care Leave – support for your loved ones when it matters most.
- Enhanced Sick Leave – we care about your health and wellbeing.
- Training & Development Opportunities – grow your skills and career with us.
- Flexible Benefits Package – tailor your benefits to suit your lifestyle.
- Employee Assistance Programme (EAP) – confidential support for personal or work-related challenges affecting your wellbeing.
- Comprehensive Medical Insurance, including dental coverage.
- Welcome Pack for New Hires – a great start to your journey with us.
Top Skills
What We Do
Keywords Studios is an international technical and creative services provider to the global video games industry and beyond.
We bring to life digital content that entertains, connects, challenges and educates people worldwide.
Established in 1998, and now with more than 65 facilities in 22 countries strategically located in Asia, the Americas, Australia and Europe, we provide integrated art creation, marketing services, software engineering, testing, localization, audio and customer care services across more than 50 languages and 16 games platforms to a blue-chip client base of more than 950 clients across the globe.
