User Services Desk Jr Analyst (Overnight)

Company: Disability Solutions
Location: Nashville
Posted on: February 1, 2025

Job Description:

Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their "uniquely local" community in order to curate exciting, approachable and local travel experiences for guests.Overnight shift estimating 10pm - 7am centralWho We Are: 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; 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. What We Offer:

• Competitive health & wellness benefits, 401(k) & company match
  • Paid Sick Days, Vacation, and Holidays, Paid Bereavement
    • Pet Insurance and Paid Pet Bereavement
      • Training & Development opportunities, career growth
        • Tuition Reimbursement
          • Team Member Hotel Rates, other discounts, perks and moreWhat We're Looking For:Provides first and second tier technical support to Loews Hotels Business Units and Team Members. Performs a variety of primary technical support duties to include; assistance, coordination, assessment, triage, resolution and follow-up on client support tickets, problems or malfunctions of all systems applications, hardware and software supported by the Information Technology Department.Who You Are:
            • Understands IT Operations, demonstrates analytical ability and strong judgement
              • Demonstrates excellent verbal communication skills. Ability to work effectively with client, IT Management/staff and vendors
                • Ability to demonstrate an understanding of customer service and communication techniques
                  • Has 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 ManagementWhat You Will Do:
                        • 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 care and 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 sessionsYour Experience Includes:
                                                        • Bachelor's 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

Keywords: Disability Solutions, Smyrna , User Services Desk Jr Analyst (Overnight), Professions , Nashville, Tennessee