# Support Bar Analyst (IT Help Desk)

**Company**: Keywords
**Location**: Cinisello Balsamo
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://apply.workable.com/j/41B06F3A90
**Canonical**: https://yubhub.co/jobs/job_619da0e0-84b

## Description

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

## Skills

### Required
- Global experience within a business services 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

### Nice to have
- Manage the deployment, configuration, and maintenance of mobile devices
- 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