Junior Analyst, User Services Desk; Overnight

Overview

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.

Who We Are: Founded in 1960, Loews Hotels & Co. operates iconic hotels and resorts across the U.S. Together, our diverse and welcoming teams craft exceptional experiences in iconic destinations.

Growth and belonging start here
; you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and make a meaningful impact.

Creating a Team Member experience where you belong no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status that makes you, you is a daily focus for us.

• Competitive health & wellness benefits, 401(k) & company match
• Paid Sick Days, Vacation, and Holidays, Paid Bereavement
• Paid Pet Bereavement
• Training & Development opportunities, career growth
• Tuition Reimbursement
• Team Member Hotel Rates, other discounts, perks and more

The User Services Desk, Junior Analyst provides first level technical assistance to team members by responding to inquiries, incidents, and service requests across multiple communication channels. The role performs initial diagnostics, resolves issues, when possible, escalates as needed, and ensures a positive end-to-end customer experience through clear communication and accurate documentation. The Analyst also manages user access, supports core IT processes, and continuously expands knowledge of hotel systems and technology.

• Demonstrates strong business acumen with clear, effective written and verbal communication skills.
• Works collaboratively and professionally with clients, IT leadership, technical staff, and external vendors.
• Applies strong analytical abilities to troubleshoot issues, interpret information, and make informed decisions.
• Exercises sound judgment and professionalism when resolving problems and supporting diverse stakeholders.

• Respond to team member inquiries and incidents promptly and professionally across all communication channels.
• Perform initial diagnostics, document tickets, and gather required information for resolution or escalation.
• Provide an excellent end-to-end customer experience, maintaining clear communication and follow-up.
• Escalate issues to senior staff when solutions are unclear after completing required troubleshooting.
• Identify or assist in identifying root causes and contribute to long-term problem resolution.
• Document solutions and update internal and end-user knowledge bases.
• Support centralized knowledge resources to improve Service Desk efficiency and incident recovery.
• Utilize the Problem Management Database and participate in reviews with senior team members.
• Provision user roles, rights, and access in Active Directory and business applications.
• Maintain and expand knowledge of hotel systems to increase first contact resolution.
• Work assigned schedules, maintain regular attendance, and support IT operations as business needs evolve.

• Prior experience in customer service or technical support.
• Handson experience with Windows operating systems, desktop hardware, and software installation and configuration.
• Strong analytical ability and sound judgment.
• Excellent verbal communication skills.
• Understanding of customer service principles and effective communication techniques.
• Knowledge of Microsoft Active Directory configuration and administration preferred
• Knowledge of IT operations and experience providing customer service support preferred.
• Bachelor’s degree preferred.