Support Bar Analyst

Keyword Studios; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading global services platform is seeking a Support Bar Analyst in Ottawa, Ontario, to address level 1 and 2 IT issues for their employees. The role involves being the first point of contact for IT queries, troubleshooting various devices, and managing support requests. Candidates should have a DVS in Computer Support, customer service experience, and good communication skills. The position requires availability for shift/site rotation and on-call duties as needed, offering a dynamic and diverse workplace.

Qualifications

• DVS in Computer Support or any other related field of study.
• Working knowledge of server computing, routing, firewalls, and patching.
• Customer service experience, with the ability to handle pressure situations.

Responsibilities

• Act first point of contact for all IT queries/issues.
• Troubleshoot user issues on computers and mobile devices.
• Manage, own, and resolve all IT level 1 and 2 support issues.
• Document procedures and incidents.

Skills

Customer service skills

Excellent communication skills

Troubleshooting skills

Knowledge of computing and networking

Education

DVS in Computer Support or related field

Job description

At Keywords, we are using our passion for storytelling, games, technology and media to create a global services platform for the Video Games and the Media & Entertainment industries.

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. We stand shoulder to shoulder with our clients working as their external partner, providing access to our teams of experts where and when needed.

Keywords is trusted and relied upon by many of the world’s leading 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

People at Keywords are passionate, talented, committed and resourceful. Human talent is our most valuable resource and as a business, we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 75+ studios around the world or working together virtually.

Objective of the Position

The Support Bar Analyst will represent the IT department and addressing level 1 and 2 issues reported by Keywords employees, providing fast resolution to those issues while working on projects to implement new systems or to upgrade existing environment addressing those in person, email, by telephone or redirect the case to the designated team and following it in a prompt, professional and efficient manner.

Responsibilities and Main Tasks

• Acting as the first point of contact to end users for all IT queries / issues
• Tests preparation, build management, mobile devices preparation
• Responding to incoming customer requests via Help Desk Tickets, phone, email and/or chat sessions, and walk-up inquiries
• Troubleshoot user issues on computers, consoles, laptops and mobile devices
• Managing, owning and being responsible for resolving all IT level 1 and 2 support issues
• Redirect and follow level 3 case if needed
• Managing priorities and ensure all issues and projects assigned are completed as per the timelines
• Research and test new technologies/ solutions based on requirements to address future or immediate needs
• Documentation of procedures and incidents
• Inventory management
• Other duties as assigned

Requirements

• DVS on Computer Support or any other related field of study
• Working knowledge of server computing, routing, firewalls, phone systems and patching
• Excellent oral and written communication skills in English
• Customer service experience, skills and ability to handle pressure situations
• Patient, personable, high energy, dependable demonstrating a positive attitude
• Desire to take ownership of issues – self-starter
• Previous experience working in the Gaming industry is considered an advantage

Required Availability

• Working 5 days per week with shift/site rotation and on call rotation
• Available to work in an ‘out of hours’ schedule
• Available to work on evening shifts
• Available to work additional hours as required to fulfill the requirements of the role. This may include extended shifts and occasional weekend work

Benefits

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace, which provides for equal opportunities for all employees and potential employees.