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For Companies At a Glance
- Tasks: Provide top-notch technical support and assist with onboarding activities.
- Company: Join Fanatics Betting & Gaming, a leader in sports betting and gaming.
- Benefits: Enjoy flexible work options, team-building events, and a dynamic work environment.
- Why this job: Be part of a world-class support team and make a real impact on user experience.
- Qualifications: 5+ years in technical support, with strong communication and problem-solving skills required.
- Other info: Opportunity for on-call rotation and occasional travel for conferences and team events.
The predicted salary is between 28800 - 43200 £ per year.
Overview
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 internal 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.)
- Gather and present support metrics and activities to management
- Remain current on technology and support trends
- Help onboard new service desk analysts and personnel
- 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
- Help track, deploy and maintain 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 material for users by drafting operation instructions and updating the company knowledge base with tech tips
- 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
- 5+ years of relevant experience providing technical support in a continuous delivery environment
- Previous experience supporting P1 Major Incidents (Required)
- 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 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
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Analyst II Service Desk employer: Fanatics
Contact Detail:
Fanatics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Analyst II Service Desk
✨Tip Number 1
Familiarise yourself with the tools and platforms mentioned in the job description, such as Jira, Confluence, and Slack. Being able to demonstrate your proficiency in these tools during the interview will show that you're ready to hit the ground running.
✨Tip Number 2
Highlight any experience you have with handling P1 Major Incidents. Be prepared to discuss specific examples of how you've managed high-pressure situations and resolved critical issues, as this is a key requirement for the role.
✨Tip Number 3
Showcase your ability to create and maintain documentation. Prepare to talk about your past experiences in drafting knowledge base articles or user guides, as this will be crucial for improving support processes at Fanatics Betting & Gaming.
✨Tip Number 4
Demonstrate your understanding of Information Security best practices. Given the importance of security in this role, being able to discuss how you've implemented or adhered to security protocols in previous positions will set you apart from other candidates.
We think you need these skills to ace Analyst II Service Desk
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Analyst II Service Desk position at Fanatics Betting & Gaming. Tailor your application to highlight relevant experience and skills.
Highlight Relevant Experience: In your CV and cover letter, emphasise your 5+ years of technical support experience, particularly in a continuous delivery environment. Mention any specific experience with P1 Major Incidents and relevant certifications like HDI Support Center Analyst.
Showcase Technical Skills: Detail your familiarity with tools and technologies mentioned in the job description, such as Okta, Google Workplace, Jira, Confluence, and Chrome OS. Provide examples of how you've used these in previous roles to solve problems or improve processes.
Craft a Strong Cover Letter: Write a compelling cover letter that not only outlines your qualifications but also demonstrates your people-first attitude and excellent communication skills. Use specific examples to illustrate how you've contributed to team success and improved user support.
How to prepare for a job interview at Fanatics
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise, especially in areas like Okta, Google Workplace, and MDM solutions. Highlight any relevant certifications you hold, such as HDI Support Center Analyst, and provide examples of how you've successfully resolved technical issues in the past.
✨Demonstrate Your Communication Skills
Since the role involves responding to user inquiries through various channels, it's crucial to exhibit strong verbal and written communication skills. Practice explaining complex technical concepts in simple terms, as this will show your ability to assist users effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, particularly in high-pressure situations like P1 Major Incidents. Prepare to share specific examples of how you've triaged service requests or escalated issues, demonstrating your ability to remain calm and effective under pressure.
✨Familiarise Yourself with Company Culture
Research Fanatics Betting & Gaming's values and work culture. Be ready to discuss how your personal values align with theirs, and express your enthusiasm for contributing to a people-first environment. This will help you stand out as a candidate who is not only technically proficient but also a good cultural fit.
