We are seeking a highly skilled and experienced Head of Local Support to oversee first and second line support across our studios, globally. The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users. This is an excellent opportunity for an Support Bar Analyst with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

Duties And Responsibilities

Full scope of tasks including but not limited to:

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
Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization

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
Strong 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 and conflict resolution skills
Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders

Benefits

Paid Annual Leave Entitlement
Family Care Leave
Enhanced Sick Leave
Training Opportunity
Flexi Benefits
EAP - Employee Assistance Program that assists employees with personal problems and/or work-related problems that may impact their work, health, mental and emotional wellbeing
Comprehensive Medical Insurance Coverage inclusive of Dental
Attractive Welcome Pack for New Hire