Support Bar Analyst (IT Help Desk) · Keywords

Mon, 09 Mar 2026 10:56:31 GMT
IT

Keywords · Cinisello Balsamo · onsite
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