company

Support Bar Analyst

keywords-intl1Singapore, Singapore, Singapore
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Requirements:Experience in a global business services environment, ideally within video game development or a highly technical setting. Proficient in Active Directory and Google Workspace. Strong understanding of first and second line support operations. Familiarity with ServiceNow and current industry trends. Exceptional relationship-building skills. Able to adapt and work effectively in a matrix management environment. Proven experience in a customer service or Helpdesk role. Excellent communication and active listening skills with a customer-first approach. Ability to thrive in a dynamic and fast-paced environment.

About the job

We are looking for a talented and experienced Support Bar Analyst to lead first and second line support operations across our global studios. This pivotal role involves ensuring the delivery of exceptional IT support and service desk operations at our Singapore office, enabling our team to provide efficient and effective services to our internal users. If you possess outstanding communication and leadership skills and thrive in a fast-paced, dynamic environment, we want to hear from you!

Key Responsibilities:

  • Serve as the primary support contact for local and time zone-based employees.
  • Respond to customer inquiries via email, walk-ups, and chat with professionalism and promptness.
  • Diagnose and troubleshoot issues related to our products and services using appropriate software and databases.
  • Maintain detailed records of customer interactions and resolutions through call logs and ticketing systems.
  • Collaborate with cross-functional teams to identify and resolve technical issues.
  • Stay updated on industry trends and contribute to continuous improvement initiatives within the Helpdesk and customer service workflows.
  • Escalate urgent issues to the appropriate parties as necessary.
  • Ensure compliance with service level agreements (SLAs) and provide an outstanding user experience.
  • Manage IT assets in the local office to maintain high standards.
  • Ensure compliance with relevant regulations regarding workplace services, health and safety, and environmental management.
  • Work alongside senior leadership and stakeholders to foster a culture of innovation, continuous improvement, and learning throughout the organization.

About keywords-intl1

keywords-intl1 is a leading company in the video game industry, committed to providing top-notch services and support to enhance the gaming experience for users worldwide. Our dynamic and innovative work culture fosters collaboration and growth among our talented teams, making it an exciting place to advance your career.

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