Social network you want to login/join with: col-narrow-left Client: Location: Job Category: Other - EU work permit required: Yes col-narrow-right Job Reference: 8edd4f78015f Job Views: 1 Posted: 29.04.2025 Expiry Date: 13.06.2025 col-wide Job Description: 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 leading provider of technical services. We enable content creators and publishers to utilize our expertise throughout the lifecycle of interactive content, empowering them to focus on creating engaging experiences. Trusted by many of the world’s top video game companies, Keywords collaborates during concept, development, and live operations, leveraging our comprehensive industry-leading service lines. More at www.keywordsstudios.com. The successful candidate will provide local and frontline support, serving as the main contact for studio issues, with high technical knowledge and customer service skills across various communication channels. This is an excellent opportunity for a Support Bar Analyst (IT Help Desk) with strong communication and leadership skills, eager to make an impact in a fast-paced environment. Reporting to the Head of Local Support, the role involves working closely with colleagues globally to deliver seamless service. Additional responsibilities include coordinating with the “End User Experience” team to ensure secure, seamless remote access, and standardizing equipment and processes globally. Key tasks include: Act as frontline support for local and/or time zone-based employees. Serve as the main contact via email, walk-ins, and chat support. Respond promptly and professionally to inquiries, troubleshooting issues related to our products and services. Use relevant software and databases to diagnose, track, and resolve issues. Maintain accurate records of interactions and resolutions. Collaborate with other teams to resolve technical issues. Stay updated on industry trends and suggest workflow improvements. Escalate urgent issues appropriately. Meet SLAs and ensure excellent user experience. Manage and maintain IT assets at the local office. Ensure compliance with relevant regulations and legislation. Work with leadership to foster a culture of innovation and continuous improvement. Requirements Global experience in business services, ideally in video game development or technical environments. Strong knowledge of first and second line support operations. Knowledge of ServiceNow and industry trends (desirable). 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 approach. Ability to work effectively in a dynamic, fast-paced environment and multitask. Quick learner adaptable to new technologies. Excellent problem-solving skills. Strong customer service orientation. Skills and experience desired Manage deployment and maintenance of mobile devices and peripherals. Provide 3rd line support for mobility applications. Assist Keywords in achieving compliance with standards like ISO 27001 and Cyber Essentials Plus. Collaborate on application security and data privacy. Evaluate emerging technologies and recommend improvements. Develop and maintain technical documentation and provide training. Basic knowledge of ITIL processes. Additional benefits include access to a company portal of benefits and discounts, language course incentives, and information on data collection in accordance with our Privacy Notice. J-18808-Ljbffr