User Services Desk Jr Analyst (Overnight)

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.

Overnight shift estimating 10pm - 7am central

Who 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 more 

What 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 Management 

What 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 solut