Service Desk Analyst II

Fanatics Inc; Greater London; On-site; GBP 29,000 - 47,000; Full time

Job summary

A leading sports technology company in Greater London is seeking a Service Desk Analyst II. You will support end-user hardware and software, manage onboarding, and resolve technical issues. The ideal candidate will have 4-5 years of relevant experience, communication skills, and technical certifications. The position offers a salary range of £29,260 to £46,200 per year, emphasizing a proactive and people-focused approach within a fast-paced environment.

Qualifications

• 4–5 years of relevant experience in technical support.
• Experience supporting P1 Major Incidents.
• Familiarity with ITSM processes.

Responsibilities

• Provide technical support to internal users.
• Triage service requests and collaborate with IT teams.
• Maintain security and confidentiality.

Skills

Technical support

Excellent communication

Problem resolution

Attention to detail

Technical skills

Education

HDI Support Center Analyst certification

HDI Desktop Advanced Support Technician certification

Tools

Okta

Google Workplace

Jira

Confluence

Slack

Job description

Job Description

As a Service Desk Analyst II at Fanatics Betting & Gaming (FBG), you will be responsible for end‑user hardware and software support, assist with onboarding activities, resolve technical issues, provide technical advisory, meet key metrics/KPIs and SLAs, adhere to SOPs, and help create support documentation to improve processes.

aira 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 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 (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 the Asset Database while configuring and shipping the asset, and 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 researching with traditional 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 or onsite contact
• Maintain security, confidentiality and adhere toറില് best practice standards
• Be open to occasional travel to Fanatics Betting & Gaming offices and other locations for 규모 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 and MDM/MAM solutions (e.g., JAMF, Workspace ONE)
• Well versed in supporting Chrome OS, Jira, Confluence and Slack
• Solid technical skills, both functional and non‑functional
• Proficient in maintaining end‑user hardware equipment
• Professional, patient and people‑first attitude
• Excellent communication and interpersonal skills—verbal and written
• Detailed oriented approach
• Positive, 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

Salary Range

£29,260‑£46,200 UK pounds per year

Important Notes

Please note that visa sponsorship is not available for this position.

About the Company

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 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 we build our Sportsbook and iGaming platform.

About the Team

Launched in 2021, Fanatics Betting & Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. 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 & եկել operates twenty‑two retail sports‑betting locations, including the only sportsbook inside an NFL stadium. Fanatics Betting & Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.