IT Support/Helpdesk Specialist
Light & Wonder's corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organisation and the well-being of employees. The IT Support/Helpdesk Specialist will coordinate, diagnose and troubleshoot incoming employee calls. This role provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. The specialist will provide timely resolution of problems or escalation on behalf of the customer to appropriate technical personnel. This role also provides case status updates to management and end-users and supports and maintains effective relationships with users. The IT Support/Helpdesk Specialist will develop, document, and implement standard operating procedures and customer service guidelines relating to IT support. Employees whose primary responsibility is problem identification or providing instructions for self-help to routine problems should be matched to Help Desk Coordinator. Roles can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions.
- Coordinate, diagnose and troubleshoot incoming employee calls.
- Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
- Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
- Provide case status updates to management and end-users.
- Support and maintain effective relationships with users.
- Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support.
Light & Wonder, Inc. is a leading cross-platform gaming company headquartered in Las Vegas, Nevada. Formerly known as Scientific Games, it rebranded in 2022 after divesting its lottery and sports-betting businesses to focus on gaming. The company operates across three segments - Gaming (slot machines, table games and casino systems under brands such as Bally, WMS and Shuffle Master), SciPlay (social casino games) and iGaming (online casino content). Listed in both the US and Australia, it supplies content and systems to casinos and online operators worldwide.
