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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