Service Desk Analyst II FBG

Job Description

As a Service Desk Analyst II at Fanatics Betting & Gaming (FBG), you will join our world‑class support team and be responsible for end‑user hardware and software support, including onboarding activities such as hardware/software configuration and distribution. You will help resolve technical issues and provide technical advisory, ensuring our users receive exemplary support and services. You will meet key metrics/KPIs, SLAs and timelines while adhering to all SOPs and guidelines, and you are expected to help create support documentation—knowledge base articles, service advisories, user‑facing guides—and improve the support process by providing feedback from daily observations.

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• 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 and 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.,poses 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 the 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
• Maintain security, confidentiality and adhere 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

• 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‑Centred Services (KCS) and ITSM processes
• Experience with user management and troubleshooting:
  Okta, Google Workplace, 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 in maintaining end‑user hardware equipment
• Must have professionalism, patience and a people‑first attitude
• Excellent communication and interpersonal skills – verbal and written
• Detail‑oriented approach
• Positive and flexible attitude to work in a fast-validation 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

£29,260 – £46,200 per year (UK pounds)

Visa sponsorship is not available for this position.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximise the presence and reach for our hundreds of sports partners worldwide by offering products and services across a digital info spectrum,…