Service Desk Analyst II FBG

As a Service Desk Analyst II at Fanatics Betting & Gaming (FBG), you are here to join our world-class support team. You will be responsible for end-user hardware and software support. You will assist with onboarding activities like HW/SW configuration and distribution. You will help resolve technical issues and provide technical advisory, ensuring our users receive exemplary support and services. You will be responsible for meeting key metrics/KPIs and SLAs/timelines while adhering to all SOPs and guidelines.

You are expected to contribute to the identification and creation of support documentation such as knowledge base articles, service advisories, user-facing guides and help improve the support process by providing feedback from observations in the daily routines.

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 فناوریather.
• 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 elevate as necessary with the IT functional teams (e.g., Security, Engineering, Dev Ops, 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 Bet Fanatics-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 Center الانتخابات 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 Chrome OS, 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!!

Salary Range: £29,260-£46,200 UK pounds per year

The expected salary range for this role is based on job-related knowledge, skills, and experience. This role is eligible for the…