Service Desk Analyst III FBG

Fanatics Betting & Gaming is part of Fanatics, a global digital sports platform serving over 100 million sports fans worldwide and partnering with more than 900 sports leagues, teams, and organizations across the globe. Operating in 80 locations globally, Fanatics are one of the fastest-growing sports platforms in the world. Come and join us! 

We are currently recruiting for an on-site Service Desk Analyst III. You’ll play a key role in delivering exceptional technical support to employees across the organization. In this role, you’ll troubleshoot hardware and software issues, support onboarding processes, manage assets, and collaborate with cross-functional teams to ensure smooth IT operations. This is a great opportunity for someone who enjoys solving problems, improving support processes, and making a direct impact in a fast-paced, growing environment and an internationally recognized company. 

Responsibilities

• Provide technical support to internal users and external partners
• Respond to user inquiries via all support channels (e.g., Slack, Email, Jira, etc.)
• Ensure trouble tickets are kept up to date as well as provide timely and accurate updates to the reporter.
• Help maintain and update onboarding documentation and processes for new hires
• Help ensure that processes used by the service desk team are well-documented and communicated
• Triage service requests and escalate as necessary with the IT functional teams (e.g., Security, Engineering, DevOps, etc.) on major initiatives to ensure alignment of support activities across the organization.
• Assist with managing asset lifecycle from Quotes, Ordering, Tracking, Receiving and updating Asset Database to configuring and shipping the asset.  Also help maintain a detailed inventory of BetFanatics-owned computers and mobile devices in Oomnitza as it relates to joiners, leavers and lost/stolen. 
• Partner with SMEs to prepare reference materials for users by drafting operational instructions and updating the company knowledgebase with tech tips
• Gather and present support metrics and activities to management.
• Remain current on technology and support trends.
• Help onboard new service desk analysts and personnel
• Serve as the onsite contact for Tier 2 and 3 remote hands support 
• Report common issues identified with service partners to management for escalation
• Ability to work with minimal supervision (e.g., use company documentation and/or research using traditional and online resources)
• Must be available for on-call rotation after normal business hours and on weekends as an escalation point, serve as the Major Incident Coordinator for P1s supporting the Incident Commander and/or onsite contact.
• Maintains security, confidentiality and adheres to best practice standards
• Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team-building activities.

Qualifications

• 4-5 years of relevant experience providing technical support in a continuous delivery environment
• Previous experience supporting P1 Major Incidents 
• HDI Support Center Analyst and/or HDI Desktop Advanced Support Technician Certification
• Familiarity with Experience Essentials or Experience Foundation 
• Hands on experience with Knowledge Centered Services (KCS) and ITSM processes
• Experience with user management and troubleshooting:  Okta, Google Workplace and MDM / MAM Solutions (e.g., JAMF, Workspace ONE, etc.)
• Well versed supporting MacOS, Windows, Jamf, Jira, Confluence and Slack
• Solid technical skills, both functional and non-functional
• Proficient maintaining end-user hardware equipment
• Must have professionalism, patience and a people-first attitude
• Excellent communication and interpersonal skills – verbal and written
• You have a detailed oriented approach
• Positive and flexible attitude to work in a fast-paced environment and a willingness to embrace new initiatives
• Excellent influencing and problem-resolution skills
• Knowledge of Information Security best practices
• Experience working in a hyper-scale tech start-up is preferred

If you possess some of these skills but not all of them, we still encourage you to apply!!

This position is based five days a week on-site in our London office