Job Role: Senior Support Bar Analyst
Location: Hybrid, work from local office and home
Reporting To: Support Lead 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 This is an excellent opportunity for a Senior Support Bar Analyst with excellent IT and troubleshooting skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the UK Support Lead 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: • Serves as a technical expert within area of assignment • Coordinate with systems, network and/or database administrators to implement new processes • Analyse, diagnose and resolve problems of the most complex nature and provide guidance to others in the diagnosis and resolution of complex problems • Utilise relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints. • In-depth knowledge of the functionality delivered by specific technologies, including configuration settings, and an understanding of points of integration with other technologies • 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 analysts, engineers and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization. SkilSkills & Experience Required • Strong experience with first and second line support operations and excellent knowledge of escalation routes • Strong knowledge of ServiceNow and industry trends. • Excellent relationship building skills. • Excellent communication and active listening skills with a customer-first mindset. • Excellent problem-solving and conflict resolution skills. • Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders. • Minimum 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
