At a Glance
- Tasks: Deliver top-notch tech support and troubleshoot issues for our awesome team.
- Company: Join Fanatics, a leading global digital sports platform with a passion for sports fans.
- Benefits: Enjoy competitive salary, great benefits, and a vibrant work culture.
- Other info: On-site role in Leeds with opportunities for travel and team-building events.
- Why this job: Make a real impact in a fast-paced environment while solving exciting tech challenges.
- Qualifications: 4-5 years of tech support experience and a knack for problem-solving.
The predicted salary is between 50000 - 52000 £ 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.
About The Team
Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics. 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.
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.
Responsibilities
- Provide technical support to internal users and external partners
- Respond to user inquiries via all support channels (e.g., Slack, Email, Jira)
- 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 escape as necessary with the IT functional teams 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; 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
- Work with minimal supervision using company documentation and/or research
- 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
Experience And Skills
- 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 Workspace and MDM/MAM solutions (e.g., JAMF, Workspace ONE)
- Well versed supporting macOS, Windows, Jamf, Jira, Confluence and Slack
- Solid technical skills, both functional and non‑functional
- Proficient maintaining end‑user hardware equipment
- Professionalism, patience and a people‑first attitude
- Excellent communication and interpersonal skills – verbal and written
- 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 and Schedule
This position is based five days a week on‑site in our Leeds office. Interview and onboarding may include onsite interviews or a multi‑day cultural immersion in New York City for full‑time, non‑seasonal hires. Travel and participation requirements will be confirmed based on role and location.
Benefits
For information about our benefits, please visit https://benefitsatfanatics.com/
Salary Range
£50,000 - £52,000 GBP
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst III - Leeds, UK
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Fanatics values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Fanatics might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Fanatics!
✨Direct Apply to Fanatics
Let's not forget to apply directly through the Fanatics website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Analyst III - Leeds, UK
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Fanatics.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Fanatics. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Fanatics
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
