At a Glance
- Tasks: Provide top-notch technical support to users and partners while managing service requests.
- Company: Join a dynamic tech company focused on innovation and collaboration.
- Benefits: Competitive salary, professional development, and a vibrant office culture.
- Other info: Opportunity for career growth in a fast-paced, supportive environment.
- Why this job: Make a real impact by solving tech issues and supporting your team.
- Qualifications: 4-5 years of tech support experience and strong communication skills.
Provide technical support to internal users and external partners.
Responsibilities
- Respond to user inquiries via all support channels (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.
- Ensure that processes used by the service desk team are well‑documented and communicated.
- Triage service requests and engage IT functional teams (Security, Engineering, DevOps, etc.) on major initiatives.
- Assist with managing the asset lifecycle from quotes, ordering, tracking, receiving, updating the asset database, configuring and shipping assets.
- Maintain a detailed inventory of BetFanatics‑owned computers and mobile devices in Oomnitza for joiners, leavers and lost/stolen.
- Partner with SMEs to prepare reference materials 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 Tier2 and 3 remote‑hands support.
- Report common issues identified with service partners to management for escalation.
- Work with minimal supervision using company documentation and online resources.
- 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.
- 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‑Centred Services (KCS) and ITSM processes.
- Experience with user management and troubleshooting: Okta, Google Workplace, MDM/MAM solutions (JAMF, Workspace ONE, etc.).
- Well versed supporting macOS, Windows, Jamf, Jira, Confluence and Slack.
- Solid technical skills, both functional and non‑functional.
- Proficient in maintaining end‑user hardware equipment.
- Professionalism, patience and a people‑first attitude.
- Excellent communication and interpersonal skills, both verbal and written.
- 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.
Location & Compensation: Leeds, UK – £50,000 - £52,000 per annum. This position is based five days a week onsite in our Leeds office.
Service Desk Analyst III - Leeds, UK employer: Fanatics Inc
At Fanatics Inc., we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our Global HR Business Partner Associate role offers not only competitive benefits and opportunities for professional growth but also the chance to make a significant impact within our international team. Join us in a fast-paced environment where your contributions are valued, and you can thrive alongside passionate colleagues dedicated to enhancing our global workforce.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst III - Leeds, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fanatics Inc. 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 Inc 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 - Leeds, UK
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 Inc:Your cover letter is your chance to shine! Tell us why you want to work at Fanatics Inc 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 Inc!
How to prepare for a job interview at Fanatics Inc
✨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.
