Service Desk Technical Analyst - Command Center Operations

Job Description:

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.

All duties are to be performed in accordance with departmental and Las Vegas Sands Corp.’s policies, practices, and procedures. All Las Vegas Sands Corp. 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.   

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.

• Deliver exceptional customer service by maintaining a professional and empathetic demeanor.

• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.

• Work with other IT teams to escalate and resolve complex issues, ensuring timely resolution.

• Contribute to the creation and maintenance of knowledge base articles and technical documentation.

• Identify opportunities for process improvements and contribute to the enhancement of service desk operations.

• Continuously improve personal technical knowledge and customer service skills through training and self-study.

• Act as the face of IT and build strong relationships with customers.

• Communicate IT-related updates, changes, and maintenance schedules to customers.

• Provide timely and effective resolution of user issues, ensuring that SLA targets are met or exceeded.

• Maintain a high level of technical and procedural knowledge of IT services and support processes, to provide accurate and helpful information to end-users.

• Identify and escalate trends in user issues, suggesting improvements to IT Service Management processes and procedures.

• Participate in the creation and maintenance of Knowledge Base Articles and other documentation related to IT services and support.

• Follow established Incident Management, Problem Management, and Change Management processes and procedures, ensuring that all actions are documented appropriately.

• Maintain a positive and professional attitude at all times when interacting with end-users and other members of the IT team.

• Perform job duties in a safe manner.

• Attend work as scheduled on a consistent and regular basis.

• Perform other related duties as assigned.

Minimum Qualifications

• At least 21 years of age.

• Proof of authorization to work in the United States.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience) preferred.

• Must be able to obtain and maintain any certification or license, as required by law or policy. 

• Understanding of ITIL and IT Service Management.

• 2+ years of experience in a support or customer service role, preferably in an IT Service Desk environment.

• CompTIA A+ or ITIL certification preferred.

• Strong problem-solving skills and ability to think critically.

• Proficiency in troubleshooting hardware, software, and network issues. Familiarity with IT service management tools and practices.

• Knowledge of IT service management processes and procedures, including incident management, problem management, and change management preferred.

• Proficiency in using IT service management systems and ticketing tools preferred (e.g., ServiceNow, Remedy, Jira) and other relevant software applications.

• Strong communication, problem-solving, and customer service skills. Ability to work effectively in a team environment.

• Must be available to work varied shifts including nights, weekends, and holidays.

• Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.

Physical Requirements 

Must be able to:

• Physically access assigned workspace areas with or without reasonable accommodation.

• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.

• Utilize laptop and standard keyboard to perform essential functions of the job.