It jobs in Italy

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 doing so, we empower our clients to remain lean and agile, focusing on creating engaging experiences.

Keywords is trusted by many of the world’s leading video game companies to collaborate during concept, development, and live operations by leveraging our industry-leading service lines at every step. www.keywordsstudios.com

The successful candidate will provide local and frontline support at their locations, serving as the main point of contact for studio issues, with a high level of technical knowledge and customer service skills 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, seeking to make an impact in a fast-paced, dynamic environment.

This role reports to the Head of Local Support and involves working closely with colleagues in other offices to deliver seamless service to our users.

Additional responsibilities include liaising with the “End User Experience” team to ensure seamless remote access to hardware, applications, and data, maintaining mobile device security, and standardizing equipment and processes globally.

Key tasks include:

1. Acting as front-line support for local and/or time zone-based employees.
2. Serving as the main contact for customers via email, walk-ups, and chat support.
3. Responding promptly and professionally to inquiries and troubleshooting issues related to products and services.
4. Using relevant software and databases to diagnose, track, and resolve issues.
5. Maintaining accurate records of interactions and resolutions.
6. Collaborating with other teams to resolve technical issues.
7. Staying updated with industry trends and suggesting improvements.
8. Escalating urgent issues appropriately.
9. Meeting SLAs and providing an exceptional user experience.
10. Managing and maintaining IT assets in the office.
11. Ensuring compliance with relevant regulations and legislation.
12. Working with leadership to foster innovation and continuous improvement.

Requirements include:

• Global experience in business services, preferably in video game development or a technical 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 environment.
• Proven customer service or Helpdesk experience.
• Excellent communication and active listening skills.
• Ability to multitask in a fast-paced environment.
• Quick learner with adaptability to new technologies.
• Problem-solving skills.
• Customer service orientation.

Skills and experience desired include managing mobile device deployments, supporting mobility applications, ensuring compliance with standards like ISO 27001, collaborating on application security, evaluating new technologies, and maintaining technical documentation. Basic knowledge of ITIL is also preferred.

Welfare & Fringe benefits include access to a benefits portal, discounts, and language course incentives.

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