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Service Desk Technical Analyst - Command Center Operations

Service Desk Technical Analyst - Command Center Operations

Las Vegas Sands Corp.Dallas, TX, US
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Service Desk Technical Analyst - Command Center Operations

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Position Overview

The primary responsibility of the Service Desk Technical Analyst is to provide first-line technical support to internal and external partners. This role involves troubleshooting and resolving IT issues, managing service requests, and ensuring a high level of customer satisfaction. The analyst will work closely with other IT teams to escalate and resolve complex issues, contributing to the overall efficiency and effectiveness of the IT service desk.

Job Description

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.'s policies, practices, and procedures. All team members are expected to conduct themselves professionally and observe the company's standards and rules of conduct.

Essential Duties & Responsibilities

  • Respond to and resolve technical incidents and service requests via phone, email, or ticketing system.
  • Diagnose and troubleshoot hardware, software, and network issues, providing timely solutions.
  • Maintain accurate records of incidents, service requests, and resolutions.
  • Work with other IT teams to escalate and resolve complex issues.
  • Create and maintain knowledge base articles and technical documentation.
  • Identify opportunities for process improvements.
  • Continuously improve technical knowledge and customer service skills.
  • Communicate IT updates and changes to customers.
  • Ensure SLA targets are met or exceeded.
  • Follow established IT service management processes.
  • Maintain professionalism when interacting with end-users and team members.
  • Perform job duties safely and attend work regularly.
  • Perform other duties as assigned.

Minimum Qualifications

  • At least 21 years old.
  • Proof of authorization to work in the U.S.
  • Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
  • Ability to obtain and maintain required certifications.
  • Understanding of ITIL and IT Service Management.
  • 2+ years support or customer service experience, preferably in an IT Service Desk.
  • Certifications like CompTIA A+ or ITIL preferred.
  • Strong problem-solving skills.
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Knowledge of ITSM tools (e.g., ServiceNow, Remedy, Jira).
  • Excellent communication and customer service skills.
  • Availability for varied shifts including nights, weekends, and holidays.

    • Physical Requirements

  • Access to workspace with or without accommodations.
  • Work indoors, exposed to environmental factors like noise and dust.
  • Use of laptop and keyboard required.

    • Additional Information

  • Seniority level : Entry level
  • Employment type : Full-time
  • Job function : Information Technology
  • Industry : Hospitality

    • This job posting is active. No indication it is expired.

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