Associate Service Desk Agent – Corporate (Las Vegas) | Caesers

We are hiring for an Associate Service Desk Agent to join our team.  The Associate Service Desk Agent is directly responsible for helping employees to solve technology-related issues. This position may have to process user password resets and/or unlock user accounts in Active Directory or other systems as designated and in accordance to Cyber security policies and procedures. This person will directly interact with end users and may have to appear on camera to assist with identity validation of employees.

This role may involve direct communication with stakeholders to provide status of open issues as well as active collaboration across teams to achieve resolution. This individual will be expected to have a thorough understanding of all facets of service desk and responsibilities while working alongside manager(s) and director(s) to uphold/enforce departmental policies and procedures.

ESSENTIAL JOB FUNCTIONS:

• Responsibilities include, but may not be limited to the following: 
• Ensure timely communication and resolution 
• Ensure SLAs are met, and all process steps are being followed and actively monitor team queue and assist in the complete documentation of incident tickets. 
• Clearly and effectively communicate with the end user community to help to understand the issue that they are facing and actively working with them in a collaborative manner to quickly resolve their issue.
• Review support incidents for process problems. 
• Establish and maintain good working relationships. 
• Must possess strong verbal and written communication skills.
• Strong organization, time management and attention to detail required.

KNOWLEDGE AND EXPERIENCE

• 1 to 3 years high volume incident management experience and previous help desk or service desk experience preferred. 

WORK ENVIRONMENT:

• Office environment.
• Ability to sit and work on a computer for extended periods of time.
• Must be able to work independently as well as work in a team.