We are looking for an IT Support Analyst to support the systems, tools, and infrastructure that keep our game development studio running smoothly. This role covers a broad range of responsibilities across end-user support, cloud services, hardware, basic networking, and core studio operations.
You’ll provide reliable technical support to users while contributing to the general improvement of the IT department. This is a hands‑on, office based role with opportunities to develop technical skills, support creative teams, and work in a fast‑paced production environment. The position will also involve supporting a regional studio setup, with potential travel between local sites where needed.
Key Responsibilities
* Provide 1st and 2nd line support for user, system, and platform issues
* Troubleshoot and resolve technical problems (PCs, laptops, peripherals, applications)
* Log, track, and update support tickets in the helpdesk system
* Maintain, repair, and upgrade desktop and laptop hardware
* Escalate appropriately to senior team members
* Balance reactive support with proactive improvement
* Admin SaaS platforms such as Microsoft 365, Google Workspace, Jira, Confluence
* Support VPN, secure remote access, and hybrid connectivity
* Assist with basic network and connectivity troubleshooting
* Keep office spaces organized, set up desks and workstations, handle deliveries, and maintain the stock room
* Track and audit hardware and software, including licenses, ensuring compliance and accurate inventory records
* Identify opportunities to improve reliability, process, and user experience
* Contribute to technical initiatives across systems, platforms, and service operations
* Assist in technical documentation
Qualifications
* Good general technical knowledge
* Strong knowledge of computer hardware (High spec gaming systems)
* Ability to diagnose and resolve technical issues
* Basic networking understanding (e.g., connectivity, TCP/IP)
* Able to work autonomously, anticipate, and take initiative
* Ability to document solutions and follow procedures
* Comfortable working independently and as part of a team
* Provide friendly, patient, and empathetic support
Experience
* Previous work in a tech‑focused or fast‑paced environment
* Comfortable with service management frameworks or ticketing systems
* Experience with cloud platforms
* Familiar supporting remote or hybrid work environments
* Certifications such as CompTIA A+, Network+, or ITIL Foundation
Benefits
* Holiday - 25 days per annum + UK Bank Holidays
* BUPA Medical and Dental coverage
* Group Income Protection
* Group Life Assurance
* Employee Assistance Program (EAP)
* Enhanced Employer Pension Contributions
* Cycle Scheme
* Tech Scheme
* Electric Car Scheme
Keywords Studios is dedicated to following a well‑established Equal Opportunities Policy. We endeavour to create a workplace which provides for equal opportunities for all employees and potential employees.
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