Associate Service Desk Agent (Las Vegas)

We are hiring for an Associate Service Desk Agent to join our team in Las Vegas, NV.  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. 

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.  

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”.  If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.