PAt 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. /ppWe 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. /ppKeywords 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. /ppThe 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 service across instant messaging, email, telephone and face to face interactions. /ppThis is an excellent opportunity for a Support Bar Analyst with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. Please note this is a 12-months fixed-term position. /ppThis 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. /ppA few extra key tasks could be in touch with the “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 while also ensuring that the onsite experience is the same globally by helping to standardise equipment and processes. /ppbFull scope of tasks including but not limited to : /b /pulliAct as front line support for local and / or time zone based employees. /liliServe as the main point of contact for our customers via email, walk ups, and chat support. /liliRespond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services. /liliUtilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints. /liliMaintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution. /liliCollaborate with other teams to identify and resolve technical issues. /liliStay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows. /liliIdentify and escalate issues requiring urgent attention to the appropriate parties. /liliEnsure SLAs are met and that our internal users are provided with an exceptional user experience. /liliEnsure that all IT assets in the local office are managed and maintained to a high standard. /liliEnsure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management. /liliCollaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization. /li /ulpbSkills and experience desired : /b /pulliGlobal experience within a business services environment and ideally video games development and / or working in a highly technical development environment. /liliStrong knowledge of first and second line support operations. /liliDesirable knowledge of ServiceNow and industry trends. /liliExcellent relationship building skills. /liliAbility to work in a matrix management environment. /liliProven work experience in a customer service or Helpdesk role. /liliExcellent communication and active listening skills with a customer-first mindset. /liliAbility to operate effectively in a dynamic, fast-paced environment and multitask effectively. /liliAbility to learn quickly and adapt to new software applications and technologies. /liliExcellent problem-solving skills. /liliStrong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders. /li /ulpbAdditional Responsibilities : /b /pulliManage the deployment, configuration, and maintenance of mobile devices, including tablets, smartphones, consoles, Meeting Room solutions (Intune, Autopilot, EMS, MDM, VDI). /liliManage the deployment, configuration, and maintenance of user peripherals. /liliProvide 3rd line support for mobility applications to team members and customers. /liliHelp Keywords gain compliance with local and global standards (ISO 27001, Cyber Essentials Plus). /liliCollaborate with other stakeholders to ensure application security and data privacy are maintained. /liliEvaluate emerging technologies and provide recommendations for improving mobility services by closely working with OEMs and Vendors. /liliDevelop and maintain technical documentation related to mobility solutions, providing training where needed to other departments on mobility solutions. /liliBasic knowledge of ITIL process. /li /ulpWelfare Fringe benefits : /ppA company portal of benefits and discounts. /ppbLanguage courses incentives. /b /ppBy providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at /ppJ-18808-Ljbffr /ppJ-18808-Ljbffr /p #J-18808-Ljbffr