User Services Desk Jr Analyst (Overnight)

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

Growth and belonging start here; youll 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 rolefrom Guest Services to Finance, Culinary to IToffers 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.

What We Offer:

• 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 relationships through an appropriate understanding of the issue, ensuring timely resolution or escalation, communicating promptly on progress, and handling with a consummately professional attitude.

• Record 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. When applicable, 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 provides input into a central source of information enabling Service 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.

• Provision 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.

• Policies & Procedures Responsible in following all Service Desk IT Policy & Procedures, Methodologies, and Guidelines.

• May be required to work varying schedules to reflect business needs

• Interfaces with customers and customer management, employing a high degree of tact and diplomacy to promote positive image of the department. Resolves problem situations in a positive manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of careand service.

• Maintains competency and professional growth. Meets with Service Desk Management Team, to acquire knowledge and remain abreast of technology advances within the company. Attends internal training sessions

• Bachelors Degree in Information Systems preferred or relevant years of experience

• 2 plus years of hands on experience with Windows Operating System and Desktop Hardware and Software installation and configuration, including Microsoft Active Directory and Product Suite

• 2 plus years working effectively with client, IT management/staff and vendors.

• Understanding of IT operations, demonstrates analytical ability, and strong judgment

• Demonstrates excellent verbal communication skills.

• Ability to demonstrate an understanding of customer service and communication techniques with prior experience with customer service support