Apply on Employer Site

Loews Hotels & Co · 4 days ago

Analyst, IT User Services

Franklin, TN

Full-time

Onsite

Entry, Mid Level

2+ years exp

Loews Hotels & Co is a hospitality company providing support to its properties across the United States. They are seeking an Analyst for IT User Services who will respond to Team Member inquiries, manage incident tickets, and ensure a positive customer experience while assisting with various IT support tasks.

Travel

H1B Sponsor Likely

Hiring Manager

Adriana Piccinini

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 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 ensure 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

Qualification

Windows Operating SystemMicrosoft Active DirectoryCustomer service supportService Desk SoftwareAnalytical abilityBusiness acumenVerbal communication

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)

2+ Years direct related work experience specific to job requirements

Knowledge of IT operations

Experience with Service Desk Software and Metrics reporting

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

Bachelor's Degree Preferred

Company

Loews Hotels & Co

Glassdoor3.8

Loews Hotels & Co was founded in 1960 and continues to own and operate hotels and resorts in the United States.

Founded in 1960

New York, New York, USA

5001-10000 employees

https://www.loewshotels.com

H1B Sponsorship

Loews Hotels & Co has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)