Analyst, IT User Services

Analyst, IT User Services page is loaded## Analyst, IT User Services locations:
TN - Nashville - Loews Hotels & Cotime type:
Full time posted on:
Posted Todayjob requisition :
R0080610

Our Loews Hotels & Co Home Office teams provide support to all our properties throughout the United States. Our talented teams provide guidance over strategic planning, operations, revenue management, communications, marketing, finance, human resources, and information technology. This position is based at the Loews Hotels & Co Business Services Center in Franklin, TN.
** Essential Functions and Responsibilities
*** Responds in an efficient & professional manner to Team Member questions, inquiries, requests and incidents via telephone, Email, Web and other communication methods.
* Creates a positive customer experience and builds strong relationships through deep understanding of the issue, ensuring timely resolution or escalation, communicating promptly on progress, and handling with a consummately professional attitude
* Records client incident tickets and service requests, perform diagnostics, interviews caller, to gather information required to resolve and/or direct requests to appropriate technical area or vendor, track status
* Escalates to or consults with senior staff when solution is unclear, after required diagnostics and facts are obtained
* Identifies or assists in identifying root cause of issue
* Ensures end to end customer experience and provides a single point of contact for the customer.  Follows up to ensure client satisfaction, while capturing accurate and detailed information within the service incident system.
* Documents resolutions and updates self-help and staff help knowledge databases
* Contributes to and helps maintain a central source of information enabling Help Desk staff and support technicians/analysts to recover incidents with minimal disruption to expected service levels
* Utilizes Problem Management Database, meets with Service Desk Manager and Senior Team Members to review and properly interpret findings
* Service Desk Support Processes
* Provisions user roles, rights and access in Windows Active Directory and Business applications
* Grows general knowledge of all current Hotel systems and applications, increasing the ability to resolve requests on first contact
* Assists in the quarterly audit of user access rights across all business applications
* Assists in the monitoring of Anti-Virus and O/S patching software deployments to insure all Loews Hotels End Point are properly secured and protected.  Work with local IT staff to insure compliance
* Assists in the auditing of Local Hotel Backup and Recovery processes to insure compliance
* Responsible in following all Service Desk IT Policy & Procedures, Methodologies, and Guidelines
* Regular attendance in conformance with standards
* May be required to work varying schedules to reflect business needs
* Required to attend all training sessions and meetings
** Qualifications
*
* Required:

* Analytical ability, and strong judgment
* Demonstrates excellent verbal communication skills
* Ability to work effectively with client, IT management/staff and vendors
* Strong Business acumen and communication skills (both written and oral)
Preferred:
* Prior experience with customer service support
* Hands on experience with Windows Operating System and Desktop Hardware and Software installation and configuration
* Knowledge of Microsoft Active Directory configuration and management

Education:

* Bachelor’s Degree

Preferred Experience:

* 2+ Years direct related work experience specific to job requirements.
* Knowledge of IT operations
* Experience with Service Desk Software and Metrics reporting

Headquartered in New York City, Loews Hotels & Co is rooted in deep heritage in the hotel industry and excellence in service.  As one of the only independently owned family hotel companies, we know that hospitality comes from the heart.

Loews Hotels & Co owns and operates hotels and resorts across the U.S. and Canada.  Located in major city centers and resort destinations, including multiple hotels in partnership with Universal Orlando Resort, Loews Hotels & Co features properties grounded in family heritage and dedicated to delivering unscripted guest moments, all with a locally handcrafted approach.  We pride ourselves on the individuality and uniqueness of our offering.

Joining Loews Hotels & Co means not just gaining a job, it means becoming a part of a family. A family where Team Member growth and empowerment are part of our DNA and have been for decades.  We offer progressive benefits including paid parental leave, 401K matching and travel benefits, and opportunities for ongoing learning and development.  But beyond that, as a member of the Loews Hotels family, you are part of a culture of diversity and inclusion, one that works hard to protect our environment with eco-friendly and sustainability programs, and one that is always a good neighbor to their communities, supporting them in ways large and…