Desktop Support Specialist

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