Join to apply for the Support Bar Analyst (IT Help Desk) role at Keywords Studios. At Keywords, we are passionate about games, technology, and media, creating a global services platform for video games and beyond. Our goal is to become the "go-to" provider of technical services. We enable leading content creators and publishers to leverage our expertise across the entire lifecycle of interactive content, empowering our clients to stay lean, agile, and focused on creating engaging experiences. Trusted by many of the world's top video game companies, we work alongside them from concept to live operations, utilizing our industry-leading service lines. www.keywordsstudios.com The successful candidate will provide local and frontline support at their locations, serving as a primary contact for studio issues, with strong technical knowledge and excellent customer service skills across instant messaging, email, phone, and face-to-face interactions. This is an excellent opportunity for a Support Bar Analyst (IT Help Desk) with outstanding communication and leadership skills, eager to make an impact in a fast-paced environment. This role reports to the Head of Local Support and involves collaborating with colleagues across offices to ensure seamless service delivery. Additional responsibilities may include liaising with the "End User Experience" team to ensure remote access, mobile device security, and standardized equipment and processes globally. Full scope of tasks includes but is not limited to: Acting as front-line support for local and/or time zone-based employees. Being the main point of contact for customers via email, walk-ins, and chat support. Responding promptly and professionally to inquiries and troubleshooting issues related to products and services. Using relevant software and databases to diagnose, track, and resolve customer issues. Maintaining accurate records of interactions and resolutions. Collaborating with other teams to resolve technical issues. Staying updated on industry trends and suggesting improvements to workflows. Escalating urgent issues appropriately. Ensuring SLAs are met and providing an exceptional user experience. Managing and maintaining IT assets in the local office. Ensuring compliance with relevant regulations and standards. Collaborating with leadership to foster a culture of innovation and continuous improvement. Requirements: Global experience in business services, ideally in video game development or a highly technical 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 experience in customer service or Helpdesk roles. Excellent communication and active listening skills, with a customer-first mindset. Ability to operate effectively in a dynamic, fast-paced environment and multitask. Quick learner with adaptability to new technologies. Strong problem-solving skills. Customer service orientation focused on high-quality service delivery. Skills and Experience Desired: Managing deployment, configuration, and maintenance of mobile devices and peripherals. Providing third-line support for mobility applications. Assisting Keywords in achieving compliance with standards like ISO 27001 and Cyber Essentials Plus. Collaborating to ensure application security and data privacy. Evaluating emerging technologies and working with OEMs and vendors. Developing technical documentation and training staff on mobility solutions. Basic knowledge of ITIL processes. Benefits: Welfare and fringe benefits. Company portal with benefits and discounts. Language course incentives. By applying, you agree to our Applicant Privacy Notice. J-18808-Ljbffr