Service Desk Specialist – Caesars
Caesars Service Desk my work typically involves providing technical support and assistance to employees and customers regarding computer software, hardware, and other related services, particularly those related to the Caesar Vision point-of-sale (POS) system and on-demand food delivery service. These roles often involve troubleshooting, problem-solving, and escalating complex issues to more experienced staff or supervisors. Key Responsibilities: • Client Support: Providing technical assistance to users of Caesar Vision POS systems and on-demand food delivery services. • Troubleshooting: Diagnosing and resolving issues related to software, hardware, and peripherals. • Problem Solving: Analyzing issues, asking relevant questions, and guiding users through problem-solving steps. • Escalation: Referring more complex problems to senior team members or supervisors. • Communication: Responding to user inquiries via phone, email, or other communication methods. • Documentation: Logging all
About Me
✅ Experienced Service Desk Specialist | Customer Support Specialist | Technical Support (Voice/Email/Chat). I’m a dedicated support professional with over 12 years of experience providing exceptional IT service desk and customer support to global clients, including Sovos and Caesars. 🔹 Handled 50+ calls/day and resolved 50–70+ tickets/day using tools like ServiceNow, Salesforce CRM, Remedy 🔹 Maintained 92%+ SLA compliance, with 80%+ First Call Resolution (FCR) and 90%+ CSAT 🔹 Provided L1 & L1.5 Customer support: system access, application issues, password resets, VPN, and email troubleshooting 🔹 Supported clients across US/UK time zones, including after-hours and weekend shifts 🔹 Escalated issues and collaborated with internal teams for fast resolution 🔹 Led knowledge base updates, trained juniors, and improved processes for better support efficiency 🔹 Conducted root cause analysis and reduced ticket recurrence by 15–20% through proactive support and education. 🔹 Trained and supervised agents; contributed to a 25% improvement in team efficiency through SOP refinement and coaching. Whether you need customer service, technical helpdesk, or a full-service call handling solution, I’m here to ensure your customers stay satisfied and supported — professionally and on time. 📞 Let’s connect and elevate your customer experience!
$ 13 USD/hr
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