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IT Support Engineer (ServiceDesk)

London 164

Craft:

Technology & Development

Job Description:

The focus for this role is to exhibit High Volume and High Turn Around for ticket resolution, escalation and communication:

  • Resolution/processing of incident and request tickets

  • Escalating/routing issues to appropriate service teams

  • Communication regarding ticket status

  • High- visibility and first point of contact responding to Slack IT help channels

You will report into the IT Support Lead and deliver a high level of technical and customer service to the employees of King. You have a highly technical background and are an expert working within environments where Windows, Mac OSX coexist in harmony. You have experience working in a fast- growing company within the IT Support function and relish the challenge of IT Service Desk ownership. King IT Support is currently operating within a hybrid working model, at present this role will require a minimum of 4 days in office. Whilst this role has a specific focus of user support via ServiceDesk and in- channel support, there will also be a requirement for physical ‘desktop’ assistance tasks to help bolster the team’s resources.

Main responsibilities

  • Triage, resolve, or escalate Incidents/Critical Incidents in a timely manner to minimize SLA breaches on a global scale. (ServiceNow)

  • Guide on- site teams with Incident/Request ticket- type prioritisation after having performed due diligence.

  • Team working, but also autonomous, providing end user support for applications and systems like Microsoft Office 365, Slack, Adobe CC Suite, VPN, and video conferencing systems.

  • Account life cycle management from New Hires to account deactivations through scripts, Active Directory, Exchange Management Console, Google Workspace or Office 365 Admin Portal.

  • Have skills with IT support tools including but not limited to: antivirus, imaging tools, MDM solutions, disk encryption, spam management.

  • Conversant with iOS and Android mobile devices.

  • Proactive in creating and updating documentation using a Wiki.

  • Mentor customers and deliver both team and end user training as required.

  • Software installations using remote desktop tools and/or computer agents.

  • Solid understanding on best practices for Windows System support on account, email, and Windows group management.

Skills

  • 2+ years’ experience in hardware installation and troubleshooting of PCs and Macs.

  • Customer service oriented teammate who possesses excellent organisational skills.

  • Ability to adjust quickly to changing priorities and make quick decisions with limited information.

  • Ability to gather and translate user expectations to technical solutions.

  • Basic knowledge of Microsoft Windows Server operating systems and email systems (Exchange/Office 365).

  • Advanced knowledge in Microsoft Windows applications such as Microsoft Office suite.

  • Awareness of IT security standards and principles.

  • ITIL/PRINCE2 experience as a bonus skill.

  • Basic understanding of internal networks (routing, DNS, DHCP, etc).

  • Excellent written and spoken English.

About King

King is the game developer behind the world- famous Candy Crush franchise, as well as mobile game hits including Farm Heroes, Bubble Witch and Pet Rescue. Candy Crush is the top- grossing franchise in US app stores, a position it has held for the last two years, and King’s games are being played by 245 million monthly active users as of Q3 2021. King, which is part of the Activision Blizzard group since its acquisition in 2016, employs nearly 2,000 people in game studios in Stockholm, Malmö, London, Barcelona and Berlin, and offices in San Francisco, New York, and Malta.

A Great Saga Needs All Sorts of Heroes

Making games is fun. Especially when you do it with people who share the same idea of what makes a good workplace great. We design games for everyone, no matter where they are or who they are, and we employ all sorts of people from all kinds of backgrounds to bring them to life. Truth is, we simply cannot expect diversity in our players and originality in our games without first nurturing it in our people. A great saga needs all sorts of heroes.

Making the World Playful

Making the World Playful is what inspires us to create new experiences and raise the bar. It’s what makes King a place where we can all dream bigger, continue to add innovation to our games, broadening the portfolio and exploring new territories in mid- core and casual. We take the art and science of gaming to the next level through our curiosity for the unexplored, passion for games, respect for each other and love for our players - and we’re not afraid to have fun along the way. In fact, together with our parent company Activision Blizzard and experts around the world, we believe having fun is good for you. There has never been a better time to join us. We're dreaming bigger and see a world of possibilities ahead. If you share our passion, our values, and our hunger to shape the future, join us in Making the World Playful!

Applications need to be in English.
Discover King at careers.king.com

King in Barcelona

“Even if you came to Spain to try and become the next Messi, there may still be a job in Barcelona for you.”

Barcelona is energetic, avant-garde and has the self-confident swagger of an ever-growing city. Our Barcelona Kingdom fills 6 floors in the heart of the 22@ district – a district that’s at the centre of innovation in the city.

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Barcelona

Technology & Development @ King

V4P FEB19 014

Technology & Development

We create unforgettable games that are loved by hundreds of millions of players around the world. Every day we experiment, prototype and challenge the norms.

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