Analyst, IT User Services

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 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. 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 insure 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

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