Support Bar Analyst (It Help Desk) Bardi

Support Bar Analyst (It Help Desk)
Bardi
Emilia Romagna, Bardi

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.

The successful candidate will be responsible for providing local and frontline support at their locations and will serve as a main point of contact for studio issues while having a high level of technical knowledge and customer service across instant messaging, email, telephone, and face-to-face interactions.

This is an excellent opportunity for a Support Bar Analyst (IT Help Desk) 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.

A few extra key tasks could include being 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. This role will also ensure that the onsite experience is consistent globally by helping to standardize equipment and processes.

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. Skills and experience desired: Global experience within a business services environment, ideally in video games development and/or a highly technical development environment. Strong knowledge of first and second line support operations. Desirable 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 skills. Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders. Additional Responsibilities: Manage the deployment, configuration, and maintenance of mobile devices, including tablets, smartphones, consoles, Meeting Room solutions (Intune, Autopilot, EMS, MDM, VDI). Manage the deployment, configuration, and maintenance of user peripherals. Provide 3rd line support for mobility applications to team members and customers. Help Keywords gain compliance with local and global standards (ISO 27001, Cyber Essentials Plus). Collaborate with other stakeholders to ensure application security and data privacy are maintained. Evaluate emerging technologies and provide recommendations for improving mobility services by closely working with OEMs and vendors. Develop and maintain technical documentation related to mobility solutions, providing training where needed to other departments on mobility solutions. Basic knowledge of ITIL process.

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