IT - Support Bar Analyst

d3t is at the forefront of technology and creativity, delivering co-development video game services to our global triple-A clients. Our successful studio has expanded, and we are looking for a Support Bar Analyst to join our expanding IT Team. Our studio, part of the global Keywords Studios Group, works on multiple exciting projects at any one time offering plenty of variety and involvement.

Our studio has been established over 13 years and our studio projects have included Hogwart’s Legacy, Vampire: The Masquerade - Blood Hunt, Marvel’s Guardians of the Galaxy, LEGO Star Wars: The Skywalker Saga, The Witcher 3: Wild Hunt, Alan Wake Remastered, Mafia II: Definitive Edition and EA Sports FC24.

The studio is based near Runcorn in Cheshire, where we offer an amazingly professional, fun and supportive working environment. We are very passionate about what we do and pride ourselves on our mentoring ethos and have been awarded ‘Best Places to Work’ multiple times by (url removed) including 2021, 2022 and 2023.

The Role

The Support Bar Analyst is a key part of our expanding IT Team at d3t. Having a positive attitude, excellent eye for detail and communication skills are key for this role, as we are looking for an individual who can support and enhance the studio’s IT provision and support function internally and externally with client support.

Main Responsibilities:

·       Work closely with the IT Team and IT Manager to support all aspects of the business, locally and remotely.

·       Onboarding new employees and ensuring their equipment is operational.

·       Provide studio meeting room support.

·       Troubleshooting software and hardware.

·       Maintaining existing Asset Management System.

·       Maintaining existing Stock Management System.

·       Maintaining & creating documentation on platforms and systems.

·       Provide first- and second-line support for d3t employees in the Studio.

·       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 enquiries 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.

·       Identify and escalate issues requiring urgent attention to the appropriate parties.

·       Work with the IT Ticket system to ensure users' requests are handled within the adequate timeframe.

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

·       Ad hoc assigned tasks and projects.

Requirements

Essential Skills:

·       Technical background in IT Systems – 1/2 years + experience

·       Experience with Microsoft Desktop and Server products.

·       Experience in Office 365

·       Strong with a proven interest in technologies.

·       Strong analytical and troubleshooting skills.

·       Excellent communication skills.

·       Team-player with a friendly, can-do, attitude.

·       Excellent organisational skills, able to demonstrate good judgment in prioritising tasks.

·       Able to manage sensitive and sometimes confidential information.

Desirable Skills:

·       Technical knowledge of the Microsoft Stack, Windows Server, Windows Networking, Active Directory.

·       Understanding of Firewalls and Gateways (Palo Alto preferred).

·       Understanding of VPN tunnelling, IPSEC (site-to-site, point-to-site)

·       Experience in the video games industry.

·       Full UK Driving License.

·       Experience with support of Engineering software (VisualStudio etc) and Art software (Autodesk, Adobe products and similar).

Benefits

Benefits & Perks – just some of the many offered by d3t:

·       25 days holiday (+ bank holidays + additional length of service up to 5 days)

·       Company Pension Scheme

·       Flexible working hours

·       Private Medical Insurance Scheme (including dental) & Eye Care Scheme

·       Employee Share Scheme

·       Income Protection

·       Annual Bonus – be rewarded for great teamwork!

·       Free Parking

·       Tech and Bike Scheme

·       Annual video game vouchers

·       Complimentary Studio Refreshments – an extensive range to suit all dietary preferences. + Monthly Studio Lunches

·       Company Socials, Project Launch/Wrap Parties + Annual d3t Events

·       Breakout Areas – filled with perks such as games, a BBQ, snacks etc.

We offer a flexible working hours policy - this role will be studio based.

Initial interviews will be help by video call with a second interview at the studio.

Don't meet every single requirement? Not a problem - please apply. At d3t we are dedicated to building a diverse, inclusive and authentic workplace and culture. If this opportunity excites you but your current skills or past experience don't align perfectly with the job description, we encourage you to still apply. You may just be the right candidate for this or other roles within our team.