# Junior IT Support Bar Analyst

**Company**: Keywords Studios
**Location**: Katowice
**Work arrangement**: onsite
**Experience**: entry
**Job type**: contract
**Category**: IT
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/B9BE2498E1
**Canonical**: https://yubhub.co/jobs/job_88c8b495-e40

## Description

At Keywords Studios, we are seeking a technically skilled Junior Support Bar Analyst to join our team on a six-month fixed-term contract. The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local branch and ensuring our team is providing an efficient and effective service to our internal users. They will oversee first- and second-line support in Poland.

Scope of 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 team members 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 high level user experience.

- Ensure that all IT assets in the local office are managed and maintained to an agreed standard.

- Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.

Requirements:

- Knowledge of first line IT support operations.

- Strong PC hardware and peripherals knowledge.

- Excellent relationship building skills.

- Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

- Fluent in Polish and English (written and spoken).

- Ability to work in a matrix management environment.

- Internships or/and previous work experience in a customer service or Helpdesk role.

- Very good 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.

- Good problem-solving and conflict resolution skills.

Benefits:

- Medical package

- MyBenefit cafeteria platform

- Employee Assistance Program (EAP)

- No dress code

- Chill zone & beverages and fruits in the office

## Skills

### Required
- first line IT support operations
- PC hardware and peripherals knowledge
- relationship building skills
- customer service orientation
- fluent in Polish and English
- matrix management environment
- customer service or Helpdesk role
- 	actual listening skills
- dynamic fast-paced environment
- new software applications and technologies
- problem-solving and conflict resolution skills