Posted in General Business 15 days ago.
Guest Service Requirement:
The vision of Harrah's North Kansas City Casino and Hotel and Harrah's Entertainment, Inc. is for each of our brands to be the overwhelming first choice of its targeted customers for casino entertainment. When you work at Harrah's, your most important responsibility is providing truly great service to every guest every time. You'll see this in the fundamentals of how we run our business, how we deliver and measure great service, and the policies to support it. All Harrah's employees are expected to provide fast and flawless service, promote our Caesars Rewards program, help players feel lucky by wishing them luck, celebrating wins, and providing fast service to keep them in action,recognizing and making players feel special by using the guests' names, remembering what they like and anticipating their needs, and providing a spotless,pleasant, and clean environment, which includes dressing neat and clean and being well groomed. By joining the Harrah's team, you are committing yourself to these values and acknowledging your dedication to truly great service .
Position Summary :
Performs problem determination and resolution and records all trouble situations reported to I.T. Provides basic training to Support Technicians and users. Responsible for providing first level support functions on all platforms including but not limited to: AS/400, PCs, Telephony, Enterprise Networks, NT Server, UNIX and on all applications including but not limited to: LMS, CMS, Events, SDS, Pit Player Tracking, Saflok, Pointof Sale, Time and Attendance, and audio and video systems.
Job Description :
Respond to telephone help calls and ensure all client/user support calls and service requests are handled or escalated in a timely manner.
Provide first-level support for all systems including software and hardware for all platforms, problem determination/isolation, analyzing problem data, performing data analysis,documenting findings, escalating complex problems to the appropriate I.T. staff or service vendors and communicating final resolution to clients and users.
Responsible for completion and documentation of all assigned day-to-day tasks/activities per the Daily Work Schedule for each system and shift. These functions include first level support for clients/users requests, systems backups, printing, routing, and other duties.
Maintain the latest procedures and documentation for all platforms.
Perform intermediate technical tasks on all platforms.
Use the help desk log to track and close all client/user calls/problems reported to I. T.
Ensure the computer/equipment room is maintained at prescribed temperature levels and in a clean and orderly condition.
Provide one-on-one training for Support Technicians and clients/users.
Monitor and report system performance issues as necessary.
Participate in department driven projects.
Maintain the confidential nature of matters pertaining to company records, policies, and customer lists. Shred reports containing sensitive data as determined by management.
Maintain a log of all system downtime and report all extended downtime to the supervisor and/or manager.
Perform all duties in a manner that ensures the I.T. Department will meet or exceed the measurable objectives for service level to clients/users and system availability.
Maintain property technical asset inventory.
Knowledge, Skills & Education Preferred :
College training equivalent to Bachelor's degree in Computer Science or equivalent technical training. Background experience in technical computer support environment preferred. Some training in the data processing field beneficial.
One year minimum in a technical support role.
Strong personal computing skills recommended.
Demonstrated intermediate-level technical skills in all platforms.
Ability to be trained in multiple platforms.
Basic knowledge of computer operations and users environments.
Intermediate-level skills related to troubleshooting on multiple platforms, problem determination, restoration techniques, and related hardware and software products.
Intermediate knowledge of network topologies.
Excellent communication skills.
Intermediate analytical and problem solving skills.
Must have good customer service skills
Must be well organized and detail oriented and be able to perform many tasks at one time.
Available to work in a 24 hour, 7 day a week environment.
Ability to work in a high-pressure, fast paced environment.
Microsoft .net programming experience/skills desired but not required.
Visual BASIC (VB) scripting experience/skills desired but not required.
Must have visual acuity.
Must have constantly available transportation.
Must have home phone.
Ability to note audio or visual warnings or error messages from system.
Ability to smell.
Able to lift, carry, push, pull, handle, reach or grip 50 pounds, above or below shoulders.
Important Notice :
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Guest service is an intricate portion of all job positions on property. Because of this, you may also be asked to perform other duties or tasks in focus of truly great service.
Licensing and Certification Required :
Employees may be required to obtain a Missouri Gaming Commission license. The initial license is paid for by the employee through payroll deduction. All subsequent renewals for the license are paid by Harrah's North Kansas City .
At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.
Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values - Together We Win, All In On Service and Blaze the Trail - every day. Our mission, "Create the Extraordinary". Our vision, "Create spectacular worlds. That immerse, inspire and connect you. We don't perform magic; we create it with excellence. #WeAreCaesars". If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.
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