1. Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service .. Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalate incidents with accurate documentation to suitable technician or technology vertical, and alert management to emerging trends in incidents .. Uses remote a... more details
Under the supervision of the IT Service Desk supervisors, the Service Desk Analyst ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, creating, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as assisting individuals or providing in-person, hands-on help with technical issues.
The Service Desk Analyst I will primarily be tasked with providing support, including walk-ins, over-the-phone support, screen sharing or remote control, live chat support, or email support.
Essential Duties & Responsibilities
1. Provides first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues while providing best-in-class customer service.
2. Prioritizes incidents and service requests according to defined criteria to meet defined SLAs, escalate incidents with accurate documentation to suitable technician or technology vertical, and alert management to emerging trends in incidents.
3. Uses remote assistance tools and diagnostic utilities to aid in troubleshooting. Identifies, writes, and enacts Service Desk scripts, user guides, and online solutions to common end user problems. Provides guidance and technical recommendations to customers to resolve system issues.
4. Records, tracks, and documents the service desk incident-solving steps, including all actions taken, through to final resolution.
5. Researches solutions through internal and external knowledge base. Identify and learn appropriate software and hardware used and supported by the organization.
6. Deploys software to end user endpoints to include laptop, desktop, mobile devices.
7. Develops help sheets, knowledge base articles, and Frequently Asked Questions (FAQ) lists for IT team members and end users.
8. Communicates SLAs to manage end-user expectations and provide suggestions for continual improvement.
9. Performs other duties as assigned to support the efficient operation of the department.
Education/Experience/Qualifications
- Associate’s degree in Computer Science or related field
- Minimum one (1) year of related IT work experience is preferred
- General IT Service Desk Experience is preferred.
- Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.
- Demonstrated ability to analyze and diagnose network, computer, and or telecom issues.
- Ability to solve technical problems, work well under stress, and follow instructions.
- Must possess excellent customer service, and written/oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Experience working in Casino or Gaming industry is preferred.
- Familiarity with Infrastructure, Messaging, Security, and Mobility platforms is desirable.
- Strong documentation skills.
- Ability to absorb and retain information quickly.
- Must be able to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment is desired.
- Ability to work assigned shift (day/swing/graveyard).
Certificates/Licenses/Registrations
- At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!
