Fanatics is building a leading global digital sports platform that ignites the passions of global sports fans and maximizes the presence and reach for our hundreds of sports partners worldwide. Our offerings span Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing fans to buy licensed fan gear, collect physical and digital trading cards, sports memorabilia, and bet as we build our Sportsbook and iGaming platform.
About the Team
Fanatics Betting & Gaming is the online and retail sports betting subsidiary of Fanatics, launched in 2021. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S., and we operate twenty‑two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. We are headquartered in New York with offices in Denver, Leeds, and Dublin.
Service Desk Analyst III – You’ll play a key role in delivering exceptional technical support to employees across the organization. In this role you will troubleshoot hardware and software issues, support onboarding processes, manage assets, and collaborate with cross‑functional teams to ensure smooth IT operations. This position is on‑site and based five days a week in our Leeds office.
Responsibilities
- Provide technical support to internal users and external partners.
- Respond to user inquiries via all support channels (e.g., Slack, Email, Jira).
- Keep trouble tickets up to date and provide timely and accurate updates to the reporter.
- Maintain and update onboarding documentation and processes for new hires.
- Ensure service desk processes are well‑documented and communicated.
- Triage service requests and, when necessary, collaborate with IT functional teams (Security, Engineering, DevOps) on major initiatives.
- Manage asset lifecycle from quotes through ordering, tracking, receiving, and updating the asset database, and maintain a detailed inventory in Oomnitza.
- Partner with SMEs to prepare reference materials and update the company knowledge base with technical tips.
- Collect and present support metrics and activities to management.
- Stay current on technology and support trends.
- 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.
- Work with minimal supervision using available documentation and research resources.
- Participate in on‑call rotation after normal business hours and on weekends as an escalation point and Major Incident Coordinator for P1 incidents.
- Maintain security, confidentiality, and best‑practice standards.
- Be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, and team‑building activities.
Experience and Skills
- 4–5 years of relevant technical support experience 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).
- Proficient with MacOS, Windows, Jamf, Jira, Confluence, and Slack.
- Solid technical skills, both functional and non‑functional.
- Experience maintaining end‑user hardware equipment.
- Professionalism, patience, and a people‑first attitude.
- Excellent verbal and written communication and interpersonal skills.
- Detail‑oriented approach.
- Positive and flexible attitude in a fast‑paced environment and 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.
Equal Employment Opportunity
Fanatics Betting & Gaming’s Equal Employment Opportunity policy ensures that we do not discriminate on the basis of any protected group status under any applicable law.
Service Desk Analyst III - Leeds, UK employer: Fanatics Betting & Gaming
At Fanatics Betting & Gaming, we pride ourselves on fostering a dynamic and innovative work culture that empowers our employees to thrive. Located in the UK, we offer competitive benefits, a collaborative environment, and ample opportunities for professional growth, particularly in the exciting field of AI-driven technology. Join us to be part of a forward-thinking team where your contributions will make a meaningful impact.
