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

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The Globalize Portfolio Director will report to the Globalize Client Portfolio and Delivery Director and be responsible for developing and implementing a Globalize Post Production Platform strategy for an assigned client portfolio. The post holder needs experience of working with international clients and be sensitive to different cultural norms.

Responsibilities

• Aligned with the Globalize strategy, the Globalize Portfolio Director will set out the strategy and objectives for organic and inorganic growth within their assigned Portfolio.

• The Globalize Portfolio Director will be commercially aware and data-driven, thinking out of the box where needed and have a good understanding of the strengths and weaknesses of different offerings.

• The Globalize Portfolio Director has global responsibility for the financial performance of their portfolio, its growth and profitability.

• Ensure smooth daily operations across multiple functions and regions.

• Develop and implement operational strategies to achieve company goals.

• Ensure all operations comply with legal, health, safety, and regulatory requirements.

• Identify and address any operational risks within the portfolio.

• Implement measures to safeguard assets, reputation, and operational integrity.

• Monitor and evaluate the performance of portfolio operations to ensure efficiency and quality standards are met.

• Identify and implement strategies for cost optimization, project margins improvement, increase internal utilization and risk mitigation for their portfolio.

• Drive optimization changes in the portfolio to improve operational efficiency, quality, service and profitability.

• Partner with the Globalize Products, Offers, Solutions & Implementation (POSI) team and Client Partners in Global Sales to proactively identify and deliver growth opportunities and revenue retention strategies within assigned portfolio.

• Constantly monitor and meet profitability and internal utilization KPIs.

• Ensure KPIs are defined and met by their reporting teams.

• Lead agreed strategies to improve Employee Retention, Engagement and Satisfaction.

• Contribute to the improvement of the customers’ satisfaction.

• Accountable for ensuring Correction and Preventive Action process is triggered and followed through until client complaint resolution is achieved.

• The clients’ and production teams’ senior escalation point for the owned portfolio.

• Ensure optimal team’s performance and implement performance strategies when necessary.

• Ensure teams follow all company policies.

• Collaborate with the Globalize Financial and Commercial Performance Director in all topics related to commercial and financial reporting, budgeting and forecasting.

• Coordinate and agree client pricing strategies with the Globalize Products, Offers, Solutions & Implementation Director.

• Contribute to Globalize Transformation initiatives and projects in line with the Globalize 3.0 agenda.

Requirements

• 10+ years of experience in client/professional services environments in multi-million dollar portfolios across Gaming/Tech/Entertainment industries.

• 10+ years of experience managing large globally diverse teams in a matrix management environment.

• Preferably educated to Degree Level.

• Experience in the Games industry is an advantage.

• Excellent English written, verbal and interpersonal communication skills.

• Any Asian languages would be a plus.

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