Junior Analyst, User Services Desk (Overnight)

Loews Hotels & Co•Nashville, TN

29d•Onsite

About The Position

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. Who We Are: Founded in 1960, Loews Hotels & Co. operates iconic hotels and resorts across the U.S. 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 Paid Pet Bereavement Training & Development opportunities, career growth Tuition Reimbursement Team Member Hotel Rates, other discounts, perks and more What We’re Looking For: The User Services Desk, Junior Analyst provides first level technical assistance to team members by responding to inquiries, incidents, and service requests across multiple communication channels. The role performs initial diagnostics, resolves issues, when possible, escalates as needed, and ensures a positive end-to-end customer experience through clear communication and accurate documentation. The Analyst also manages user access, supports core IT processes, and continuously expands knowledge of hotel systems and technology. Who You Are: Demonstrates strong business acumen with clear, effective written and verbal communication skills. Works collaboratively and professionally with clients, IT leadership, technical staff, and external vendors. Applies strong analytical abilities to troubleshoot issues, interpret information, and make informed decisions. Exercises sound judgment and professionalism when resolving problems and supporting diverse stakeholders.

Requirements

Prior experience in customer service or technical support.
Hands on experience with Windows operating systems, desktop hardware, and software installation and configuration.
Strong analytical ability and sound judgment.
Excellent verbal communication skills.
Understanding of customer service principles and effective communication techniques.

Nice To Haves

Knowledge of Microsoft Active Directory configuration and administration preferred
Knowledge of IT operations and experience providing customer service support preferred
Bachelor’s degree preferred.

Responsibilities

Respond to team member inquiries and incidents promptly and professionally across all communication channels.
Perform initial diagnostics, document tickets, and gather required information for resolution or escalation.
Provide an excellent end-to-end customer experience, maintaining clear communication and follow-up .
Escalate issues to senior staff when solutions are unclear after completing required troubleshooting.
Identify or assist in identifying root causes and contribute to long-term problem resolution.
Document solutions and update internal and end-user knowledgebases .
Support centralized knowledge resources to improve Service Desk efficiency and incident recovery.
Utilize the Problem Management Database and participate in reviews with senior team members.
Provision user roles, rights, and access in Active Directory and business applications.
Maintain and expand knowledge of hotel systems to increase first contact resolution.
Work assigned schedules, maintain regular attendance, and support IT operations as business needs evolve .