Junior IT Support Bar Analyst (6 month fixed-term contract)

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Keywords is the world’s leading provider of technical and creative services to the global video games market, with 12,000 employees in 70+ studios across 26 countries. They provide graphic art asset production, game development, audio, testing, localization, and customer support services to leading video game developers and publishers.

• Knowledge of first line IT support operations.
• Strong PC hardware and peripherals knowledge.
• Excellent relationship building skills.
• Strong customer service orientation focused on high-quality service delivery.
• Fluent in Polish and English (written and spoken).
• Ability to work in a matrix management environment.
• Internships or previous work experience in customer service or Helpdesk roles.
• Very good communication and active listening skills with a customer-first mindset.
• Ability to operate effectively in a dynamic, fast-paced environment and multitask.
• Ability to learn quickly and adapt to new software applications and technologies.
• Good problem-solving and conflict resolution skills.

• Act as front-line support for local and/or time zone-based employees.
• Serve as the main point of contact for customers via email, walk ups, and chat support.
• Respond promptly and professionally to customer inquiries and troubleshoot issues related to products and services.
• Utilize relevant software and databases to diagnose, track, and resolve customer issues and complaints.
• Maintain accurate records including call logs and ticketing systems.
• Collaborate with team members to identify and resolve technical issues.
• Stay up to date with industry trends and provide input on continuous improvement to Helpdesk and customer service workflows.
• Identify and escalate issues requiring urgent attention.
• Ensure SLAs are met and provide a high level user experience to internal users.
• Manage and maintain all IT assets in the local office to agreed standards.
• Ensure compliance with regulations related to workplace services, health and safety, and environmental management.

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