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, performs 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.

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.

• Bachelor's Degree Preferred.

• 2+ Years direct related work experience specific to job requirements.
• Knowledge of IT operations.
• Experience with Service Desk Software and Metrics reporting.