Address
Form of workSummary:
The Operations Supervisor is responsible for the day to day operations of the I.T. Service Desk. Oversees and ensures the end user resolution and satisfaction of I.T. support requests. Responsible for fourth-level telephone support, email requests, installation and maintenance of applications, updates and upgrades of company hardware and software, and maintains and updates documentation for all applications used by the company. Supports Service Desk Support Specialists in providing assistance to internal and external customers in a timely and satisfactory manner. Responsible for verifying that service goals are met for all closed tickets.
Essential Functions and Responsibilities:
- Assist in the hiring, training, evaluation, development, and disciplining of departmental employees
- Act as a liaison, as necessary, between line staff and departmental leadership to ensure leadership is aware of any challenges with job performance, staffing levels, and/or job tasks
- Address any guest concerns by providing guest service recovery
- Monitor call volume
- Assist support specialists with first, second, and third level support for company's systems, desktops, phone system, and applications (via telephone, direct user interaction, and/or remote computer access)
- Analyze all Service Desk tickets for recurring issues, perform root cause analysis, and work with the other areas of I.T. and I.T. Management to find strategic resolutions for such Problems in accordance with ITIL best practices
- Analyze all Service Desk tickets on a daily basis, to ensure resolutions are meeting internal SLA's, the tickets are properly prioritized, and proper steps were taken to resolve the issue
- Cover any Support Specialist shift as needed, performing the essential duties of the support specialist
- Follow-up to both internal and external guests on open and closed issues they have reported, as needed to ensure resolution has met or is meeting the guest expectations
- Maintain and control inventory of all computer hardware and software, computer components, telephone land-lines, audio and video equipment and supplies
- Monitor and facilitate the escalation of service requests to the appropriate experienced technical resource, or group
- Monitor walkthroughs and shift turn-overs, to verify completeness and they are turned in on a consistent basis
- Record and document new policies and procedures for the Service Desk area
- Weekly meetings with I.T. Service Desk staff to review events, reoccurring issues, future events, and system outages (downtimes), changes in procedures, and other pectinate information as needed
- Work directly with the guests to resolve complaints, issues, and concerns, which will require direct interaction (face to face)
- Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position
- Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
- Perform other duties as assigned
Qualifications
- Certification in two of the three, A+, Net+, Sec+ is preferred
- Proven troubleshooting methods
- Experience starting and monitoring incident bridge calls
- Excellent interpersonal skills
- Ability to travel as needed to vcompany sites as required for tasks and training
- Prior Casino / Hospitality / Guest Service experience
- Prior experience with Telecommunications Systems
- Proven ability to apply commonsense and to solve problems, communicate effectively in both written and verbal forms of English, maintain professionalism, and confidentiality at all times, meet set goals and deadlines, identify factors that may impact ability to meet deadlines, provide a consistent, outstanding service to both internal and external guests, read, and comprehend Hardware and Software Documentation, and Manuals
- Prior experience using the Service Desk model (ITIL) to provide service, use of escalation path, and understanding of the appropriate technical group to escalate to is preferred
- Prior experience working directly with guests, to resolve complaints, issues, and concerns
- Prior experience working in a fast paced, rapidly changing environment that places high value on the security and confidentiality of the data
- Willing and able to work any and all shifts as assigned, or cover (on-call) including weekends and holidays
- Advanced knowledge base of but not limited to the following products: Microsoft Operating Systems, Windows Server Operating Systems, Microsoft Programs and Suites, Adobe programs, Avaya One X client, Infogenesis, LMS, and Gaming Systems
- Minimum 21 years of age
- High school diploma or equivalent required
- Degree in Information Technology or related field preferred
- Ability to effectively communicate in English, both written and verbal
- Obtain and maintain all work cards as required by the company
- Verify right to work in the United States
Work Cards
- Gaming Registration
Physical Requirements
- Occasionally push/pull up to 50lbs
- Occasionallylift and/or carry up to 50lbs at floor, knee, waist, and chest levels
- Occasionally squat, kneel, reach, bend, twist
- Constantly sit and work at a desk or computer
- Regularly stand or walk
- Constant use of hearing and vision, distinguish between shades of color, and use tools or equipment requiring a high degree of dexterity
Work Environment Potential Conditions
- Indoor & Outdoor
- Smoky & Noisy
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.
