Service Desk Analyst III - FBG

About the role

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. Service Desk Analyst III 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. Fanatics Betting & Gaming is part of Fanatics, a global digital sports platform serving over 100 million sports fans worldwide and partnering with more than 900 sports leagues, teams, and organizations across the globe. Operating in 80 locations globally, Fanatics are one of the fastest-growing sports platforms in the world. Come and join us! 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. Fanatics Betting & Gaming is part of Fanatics, a global digital sports platform serving over 100 million sports fans worldwide and partnering with more than 900 sports leagues, teams, and organizations across the globe. Operating in 80 locations globally, Fanatics are one of the fastest-growing sports platforms in the world. Come and join us! 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

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