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Location: Hybrid, work from local office and home
Overview
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, enabling content creators and publishers to leverage our expertise throughout the entire lifecycle of interactive content. We empower our clients to stay lean and agile, focusing on creating engaging experiences. Trusted by many of the world’s top video game companies, Keywords collaborates during concept, development, and live operations, utilizing our industry-leading service lines at every stage.
This is an excellent opportunity for a Senior Support Bar Analyst with strong IT and troubleshooting skills, eager to make an impact in a fast-paced, dynamic environment. Reporting to the UK Support Lead, you will work closely with colleagues across offices to deliver seamless service to our users.
Duties and Responsibilities
* Serve as a technical expert within your area of assignment.
* Coordinate with systems, network, and database administrators to implement new processes.
* Analyze, diagnose, and resolve complex problems, providing guidance to others.
* Utilize relevant software and databases to diagnose, track, and resolve customer issues and complaints.
* Understand the functionality of specific technologies, including configuration settings and integration points.
* Collaborate with other teams to identify and resolve technical issues.
* Stay updated on industry trends and suggest improvements to helpdesk and customer service workflows.
* Identify and escalate urgent issues to appropriate parties.
* Ensure SLAs are met and provide an excellent user experience.
* Manage and maintain IT assets in the local office to high standards.
* Ensure compliance with relevant regulations and legislation related to workplace services, health and safety, and environmental management.
* Work with analysts, engineers, and stakeholders to foster a culture of innovation, continuous improvement, and learning.
Skills & Experience Required
* Strong experience with first and second line support operations and knowledge of escalation routes.
* Proficiency with ServiceNow and awareness of industry trends.
* Excellent relationship-building skills.
* Strong communication and active listening skills with a customer-first mindset.
* Effective problem-solving and conflict resolution abilities.
* Customer service orientation focused on delivering high-quality services to employees and stakeholders.
* Minimum of two years in an IT Support role.
Benefits (as per country location)
* Group Income Protection
* Group Life Assurance
* Private Medical Insurance
* Bonus
* 25 days holiday plus 8 bank holidays
* Employee Assistance Program (EAP)
* Enhanced Employer Pension Contributions
* Cyclescheme
* Tech Scheme
Selection Process
Competency-based interview
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