Service Desk Analyst II FBG

Job Description

As a Service Desk Analyst II at Fanatics Betting & Gaming (FBG), you will join our world‑class support team and be responsible for end‑user hardware and software support, including onboarding activities such as hardware / software configuration and distribution. You will help resolve technical issues and provide technical advisory, ensuring our users receive exemplary support and services. You will meet key metrics / KPIs, SLAs and timelines while adhering to all SOPs and guidelines, and you are expected to help create support documentation—knowledge base articles, service advisories, user‑facing guides—and improve the support process by providing feedback from daily observations.

Responsibilities

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• 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 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 escalate as necessary with the IT functional teams (e.g.,poses 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 the 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
• 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

Qualifications

Salary Range

£29,260 – £46,200 per year (UK pounds)

Visa

Visa sponsorship is not available for this position.

About Us

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximise the presence and reach for our hundreds of sports partners worldwide by offering products and services across a digital info spectrum, allowing sports fans to buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, hard‑goods; 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, college conferences and retail partners – 2,500 athletes and celebrities; 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 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.

Seniority Level : Mid‑Senior level

Employment type : Full‑time

Job function : Information Technology

Industry : Technology, Information and Internet

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