At Keywords, we are seeking a Support Bar Analyst (IT Help Desk) to provide local and frontline support at our Cinisello Balsamo location. The successful candidate will serve as a main point of contact for studio issues, providing high-level 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, looking to make an impact within a fast-paced and dynamic environment. The role reports to the Head of Local Support and involves working closely with colleagues in other offices to deliver a seamless service to our users.
Responsibilities:
- 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
Requirements:
- 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
- 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
Skills and experience desired:
- 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, customers
- Helping Keywords gain compliance in 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
XML job scraping automation by YubHub
