Support Bar Analyst

7 Months ago • All levels • Operations

Job Summary

Job Description

Keywords Studios is seeking a Support Bar Analyst to oversee first and second line support across their studios, globally. The ideal candidate will have experience in a business services environment, ideally within video game development. Responsibilities include acting as front-line support, resolving customer issues, maintaining accurate records, collaborating with other teams, and ensuring SLAs are met. The analyst will also be responsible for managing and maintaining IT assets in the local office.
Must have:
  • Global experience in business services
  • Strong knowledge of first and second line support
  • Experience with ServiceNow
  • Excellent relationship building skills
  • Proven work experience in customer service or Helpdesk role
  • Excellent communication and active listening skills
Good to have:
  • Experience in video game development
  • Ability to work in a matrix management environment
  • Ability to operate effectively in a dynamic, fast-paced environment
  • Strong problem-solving and conflict resolution skills
Perks:
  • Group Income Protection
  • Group Life Assurance
  • Private Medical Insurance
  • Bonus
  • 25 days Holiday
  • Employee Assistance Program
  • Enhanced Employer Pension Contributions
  • Cycle scheme
  • Tech Scheme

Job Details

ROLE OVERVIEW

At 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.

We 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.

Keywords 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. www.keywordsstudios.com

We are seeking a highly skilled and experienced Head of Local Support to oversee first and second line support across our studios, globally.

The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users.

This 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. This 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.

DUTIES AND RESPONSIBILITIES

Full scope of tasks including but not limited to:

  • Act as front-line support for local and/or time zone-based employees.
  • Serve as the main point of contact for our customers via email, walk ups, and chat support.
  • Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.
  • Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.
  • Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution.
  • Collaborate with other teams to identify and resolve technical issues.
  • Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.
  • Identify and escalate issues requiring urgent attention to the appropriate parties.
  • Ensure SLAs are met and that our internal users are provided with an exceptional user experience.
  • Ensure that all IT assets in the local office are managed and maintained to a high standard.
  • Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.
  • Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.

Requirements

SKILLS & EXPERIENCE REQUIRED

  • Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.
  • Strong knowledge of first and second line support operations.
  • Strong knowledge of ServiceNow and industry trends.
  • Excellent relationship building skills.
  • Ability to work in a matrix management environment.
  • Proven work experience in a customer service or Helpdesk role.
  • Excellent communication and active listening skills with a customer-first mindset.
  • Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively.
  • Ability to learn quickly and adapt to new software applications and technologies.
  • Excellent problem-solving and conflict resolution skills.
  • Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

Benefits

  • 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
  • Cycle scheme
  • Tech Scheme

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About The Company

Keywords Studiosare the leading provider of creative and technical services to the global video game industry. We are trusted and relied upon by 23 of 25 top video game companies to collaborate with them throughout the concept, development, and live operations of the most popular AAA franchises in the world. Great games are the product of great teams, and exceptional individuals are essential to their success. Are you ready to be part of something truly remarkable and unlock your full potential?

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