Taguig, Metro Manila, Philippines
9 days ago
Service Desk Analyst
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.
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