At a Glance
- Tasks: Provide top-notch tech support and troubleshoot issues for a global sports platform.
- Company: Join Fanatics, a leading digital sports platform with over 100 million fans worldwide.
- Benefits: Competitive salary, great benefits, and opportunities for professional growth.
- Other info: On-site role in London with potential travel for events and team-building activities.
- Why this job: Make a real impact in a fast-paced environment while supporting sports fans globally.
- Qualifications: 4-5 years of tech support experience and strong communication skills.
The predicted salary is between 44640 - 55800 £ per year.
About Us
Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet.
Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
About the Team
Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.
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.
Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.
For information about our benefits, please visit https://benefitsatfanatics.com/
Salary Range £44,640 - £55,800 GBP
By submitting your application, you agree to our terms of service and acknowledge you have read our Candidate Privacy Policy.
Service Desk Analyst III - FBG in London employer: Fanatics Betting & Gaming
Fanatics is an exceptional employer that fosters a dynamic and inclusive work culture, where employees are encouraged to innovate and grow within the fast-paced world of digital sports. With a commitment to enhancing the fan experience, employees benefit from comprehensive training, opportunities for career advancement, and the chance to work alongside passionate colleagues in a vibrant London office. Join us to make a meaningful impact in a globally recognised company that values your contributions and supports your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst III - FBG in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fanatics Betting & Gaming. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fanatics Betting & Gaming before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst III - FBG in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fanatics Betting & Gaming:Your cover letter is your chance to shine! Tell us why you want to work at Fanatics Betting & Gaming specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fanatics Betting & Gaming!
How to prepare for a job interview at Fanatics Betting & Gaming
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
