Analyst II - Deskside

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Date: Nov 9, 2020

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:


The primary responsibility of the Deskside Analyst - Level <span style="font-family:"Calibri",sans-serif">is to assist The Venetian Resort Team Members with high quality desk side services which enable them to perform their work related responsibilities to the best of their abilities.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

Essential Duties & Responsibilities:
  • <span style="font-family:"Calibri",sans-serif">Manage and maintain service ticket work queue.
  • <span style="font-family:"Calibri",sans-serif">Contact the customer to confirm and acknowledge ownership of support issues.
  • <span style="font-family:"Calibri",sans-serif">Update tickets in a timely manner.
  • <span style="font-family:"Calibri",sans-serif">Review ticket queue every hour or update tickets every 2 hours,  whenever a ticket status changes.
  • <span style="font-family:"Calibri",sans-serif">For all incident tickets contact the customer within 15 minutes of ticket receipt to acknowledge ownership of their issue and begin the resolution process which will include resolving by phone or responding on-site to the user’s desktop.
  • <span style="font-family:"Calibri",sans-serif">Update drop down fields within the service ticket to accurately reflect the issue or request and support provided.
  • <span style="font-family:"Calibri",sans-serif">Keep the ticket comment field updated with current work status and provide a complete description of all final resolution work performed.
  • <span style="font-family:"Calibri",sans-serif">Keep the customers well informed of their actions including issue or request ticket status.
  • <span style="font-family:"Calibri",sans-serif">Escalate issues to management in a timely fashion.
  • <span style="font-family:"Calibri",sans-serif">Respond to management on a timely basis as requests are submitted.
  • <span style="font-family:"Calibri",sans-serif">Create documentation based on the duties required of Deskside Analyst - Level II.
Additional Duties & Responsibilities:
  • <span style="font-family:"Calibri",sans-serif">Train Deskside Analyst - Level I to increase team knowledge base and provide growth.
  • <span style="font-family:"Calibri",sans-serif">Engage in technical training to increase knowledge base and skill level, including certification training.
  • <span style="font-family:"Calibri",sans-serif">Repair and install various network peripherals.
  • <span style="font-family:"Calibri",sans-serif">Troubleshoot software/hardware problems through debugging, testing, and vendor assistance.
  • <span style="font-family:"Calibri",sans-serif">Provide recommendations regarding software/hardware changes to correct problems.
  • <span style="font-family:"Calibri",sans-serif">Install and update PC virus protection programs.
  • <span style="font-family:"Calibri",sans-serif">Troubleshoots diagnoses and identifies failing/failed components through use of testing procedures and diagnostic software.
  • <span style="font-family:"Calibri",sans-serif">Researches and resolves complex, technical user problems.
  • <span style="font-family:"Calibri",sans-serif">Communicates resolution to appropriate IT staff and system users.
  • <span style="font-family:"Calibri",sans-serif">Instructs system users on basic application and personal productivity software functions in an informal setting.
  • Consistent and regular attendance is an essential function of this job.
  • Performs other related duties as assigned.
Additional Duties & Responsibilities:
Additional Duties & Responsibilities:

Company Standards of Conduct

All Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Minimum Qualifications:
  • 21+ years of age
  • Proof of authorization/eligibility to work in the United States.
  • High school diploma.
  • AA or AS Degree and A+ certification and / or N+ certification is recommended.
  • Must be able to obtain and maintain a Nevada Gaming Control Board Registration and any other certification or license, as required by law or policy.
  • 5 years of experience with Microsoft Windows, Microsoft office products.
  • 5 years of experience with PC service and support
  • Demonstrated experience in the ability to connect and install software drivers associated with external printers and understanding of WIFI and wireless connectivity.  
  • Working knowledge in the following software or system: MS Office, Windows 95/NT, XP, MS Exchange
  • Demonstrated experience connecting  and installing software drivers associated with external printers.
  • Ability to work in both a team environment and independently.
  • Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
  • Must be able to work varied shifts, including nights, weekends and holidays.
Physical Requirements:

Must be able to:

  • Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
  • Physically access all areas of the property and drive areas with or without a reasonable accommodation.
  • Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
  • Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
  • Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
  • Work in a fast-paced and busy environment.
  • Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.

Job Segment: Telecommunications, Testing, Network, Telecom, Technology

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