Loews Hotels & Co is hiring: Analyst, IT User Services in Franklin
Loews Hotels & Co, Franklin, TN, United States
Direct message the job poster from Loews Hotels & Co
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 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 needsRequired 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
Seniority level
Associate
Employment type
Full-time
Job function
Analyst
Industries
Hospitality and IT System Training and Support
Referrals increase your chances of interviewing at Loews Hotels & Co by 2x
Benefits
Medical insurance
Vision insurance
401(k)
Paid paternity leave
Paid maternity leave
Child care support
Disability insurance
Tuition assistance
Get notified about new Information Technology Analyst jobs in Franklin, TN.
#J-18808-Ljbffr
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 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 needsRequired 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
Seniority level
Associate
Employment type
Full-time
Job function
Analyst
Industries
Hospitality and IT System Training and Support
Referrals increase your chances of interviewing at Loews Hotels & Co by 2x
Benefits
Medical insurance
Vision insurance
401(k)
Paid paternity leave
Paid maternity leave
Child care support
Disability insurance
Tuition assistance
Get notified about new Information Technology Analyst jobs in Franklin, TN.
#J-18808-Ljbffr