Support Bar Analyst

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.

We are seeking a highly trained and experienced support desk analyst to manage support for our studies.

The successful candidate will be responsible for managing the provision of IT support and service.

desk operations for our local offices and ensuring efficient and effective service to our internal users.

This is an excellent opportunity for a Support Bar Analyst with excellent communication, 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/countries to deliver a seamless service to our users.

Duties and Responsabilities

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 ticketing tool mainly, and 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 from the appropriate parties.

• Ensure SLAs are met and that our internal users are provided with 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.
• 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.

• Medical Insurance.
• Flexible Retribution.
• 23 vacation days + 3 personal days + 1 day off during your birthday.