IT Support Analyst

We are looking for an IT Support Analyst to support the systems, tools, and infrastructure that keep our game development studio running smoothly. This role covers a broad range of responsibilities across end-user support, cloud services, hardware, basic networking, and core studio operations.

You’ll provide reliable technical support to users while contributing to the general improvement of the IT department. This is a hands-on, office based role with opportunities to develop technical skills, support creative teams, and work in a fast-paced production environment. The position will also involve supporting a regional studio setup, with potential travel between local sites where needed.

Key Responsibilities

• Provide 1st and 2nd line support for user, system, and platform issues
• Troubleshoot and resolve technical problems (PCs, laptops, peripherals, applications)
• Log, track, and update support tickets in the helpdesk system
• Maintain, repair, and upgrade desktop and laptop hardware
• Escalate appropriately to senior team members
• Balance reactive support with proactive improvement
• Admin SaaS platforms such as Microsoft 365, Google Workspace, Jira, Confluence
• Support VPN, secure remote access, and hybrid connectivity
• Assist with basic network and connectivity troubleshooting
• Keep office spaces organized, set up desks and workstations, handle deliveries, and maintain the stock room
• Track and audit hardware and software, including licenses, ensuring compliance and accurate inventory records
• Identify opportunities to improve reliability, process, and user experience
• Contribute to technical initiatives across systems, platforms, and service operations
• Assist in technical documentation

• Good general technical knowledge
• Strong knowledge of computer hardware (High spec gaming systems)
• Ability to diagnose and resolve technical issues
• Basic networking understanding (e.g., connectivity, TCP/IP)
• Able to work autonomously, anticipate, and take initiative
• Ability to document solutions and follow procedures
• Comfortable working independently and as part of a team
• Provide friendly, patient, and empathetic support
  

Desirable

• Certifications such as CompTIA A+, Network+, or ITIL Foundation
• Previous work in a tech‑focused or fast‑paced environment
• Comfortable with service management frameworks or ticketing systems
• Experience with cloud platforms
• Familiar supporting remote or hybrid work environments

• Holiday - 25 days per annum + UK Bank Holidays
• BUPA Medical and Dental coverage
• Group Income Protection
• Group Life Assurance
• Employee Assistance Program (EAP)
• Enhanced Employer Pension Contributions
• Cycle Scheme
• Tech Scheme
• Electric Car Scheme

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavour to create a workplace which provides for equal opportunities for all employees and potential employees.

PERSONAL DATA PROTECTION POLICY

Keywords Studios is strongly committed to protecting your personal information. By sending your CV/Resume, you are agreeing to our terms and conditions and consent to your data being managed and retained in accordance with our data privacy and retention policy (https://www.keywordsstudios.com/privacy-policy).