Deskside Service - Rover

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Date: Jul 16, 2019

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:

The primary responsibility of the Deskside Service (DSS) Rover is to work directly with the Service Desk and Deskside Analyst to provide overnight on-site support. This role is key to ensuring efficient, timely, customer focused technical support to team members and guests. Ensuring Incidents are regularly updated and resolved, service requests are planned and coordinated with business partners and guests, troubleshooting issues thoroughly and escalating appropriately and maintaining inventory, are primary responsibilities of this role.


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

Essential Duties & Responsibilities:

Key Responsibilities


  • Participates in Service Desk as a technical support agent providing single point of contact for team members and guest to report or inquiry on statuses of IT incidents and requests
  • Articulates complex technical problems as described from end users and documents the incident in Service Now. Manages incident queue and provide status updates to incidents and escalates issues as needed for timely resolution.
  • Provides first call resolution for incidents on workstations, iSeries, Microsoft Applications, core hospitality and gaming applications & process, along with addressing guest issues and challenges such as:  In- Suite Guest  connectivity and public Wi-Fi throughout property or printer support.
  • Provides tier 1 and tier 2 support in analyzing, diagnosing, troubleshooting incidents. Documents details of interaction and troubleshooting in Service Now. Additionally, captures level of effort expended on incidents and service delivery for utilization reporting
  • Fulfill service request tasks and project tasks as scheduled and in a timely manner
  • Provide exceptional customer service while working with our team members and guests
  • Provides desktop support and provides hands on assistance for on call teams regarding issues that require someone on site to assist in troubleshooting.
  • Maintains a clean and organized appearance and workspace
  • Consistent and regular attendance is an essential function of this job
  • Performs other related duties as assigned


Key Processes


  • Desktop Support processes
  • Incident Management
  • Service Delivery
  • Time tracking


Consistent and regular attendance is an essential function of this job


Performs other related duties as assigned

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

  • 21+ years of age
  • Proof of authorization/eligibility to work in the United States
  • Associates degree in MIS or similar technical program or acceptable industry and work experience
  • 2+ year’s demonstrable experience in technical support.
  • Experience with Microsoft server operating systems and hardware.
  • Experience working in a highly regulated environment (MICS, PCI, SOX)
  • Training and experience with ITSM practices.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Must be analytical, logical and a good problem solver.
  • Possess a keen attention to detail.
  • Flexibly to adapt to a changing environment while under pressure.
  • Must be a self-starter that is reliable, punctual, and consistent with experience working in a team-oriented, collaborative environment.
  • Utilizes active listening skills to gain clarity through probing open ended questions
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form. Talented at clearly communicating technical issues in common language to non-technical persons
  • Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts.
  • Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards.
  • Maintain consistent adherence to The Venetian |The Palazzo Unmatched Guest Service Standards.
  • This is an overnight position, including weekends and holidays

Physical Requirements:

  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
  • Extensive walking throughout property when necessary to provide technical support to guests, vendors, Team Members as well as assist IT on call team members.
  • Occasional inspection of cables in racks, floors and ceilings.
  • Occasional requirement to work within the environmental conditions of a computer data center and the related noise, temperature and humidity exposures of those environments.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Job Segment: Service Desk, System Administrator, Inspector, Data Center, Technical Support, Customer Service, Technology, Quality

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