IT Service Desk Analyst

Hogan Lovells•Louisville, KY

1d•Onsite

About The Position

The Information Technology Department is responsible for the implementation, provision, and support of all information and technology services within the firm, including user support, reliable network connectivity, delivery of solutions, and applications development and maintenance. Members of this department are located across the globe and are committed to providing a high quality of service for our people. The IT Service Desk Analyst, under the direction of the Principal Analyst & Manager, provides first-line support to a globally distributed customer base and ensures all computer users at the firm receive appropriate assistance with technology-related incidents and questions. The bulk of support is provided remotely using remote desktop tools and consists of logging incidents, service requests, and resolving a high level of support at first contact, thus ensuring that service levels and targets are achieved, as well as meeting customer satisfaction and continuous service demands.

Requirements

Excellent verbal communication and interpersonal skills.
Proven experience in troubleshooting the following: Windows 11 operating systems, Accounts and access issues, Network connections and VPN, Websites and browsers, Outlook and email delivery, Microsoft Office products, Document management systems, IT hardware and accessories, Mobile devices and MDM applications, Conferencing applications
Advanced skill in using research tools such as knowledge bases, search engines, technology forums, AI, and personal notes for researching solutions.
Advanced knowledge of Microsoft Office (Outlook, Word, Excel, and PowerPoint).
Experience with common Service Desk and call center applications such as softphones, ticketing systems, knowledge bases, and remote support software
Three (3)+ years of work experience providing technology support in a legal or professional services setting preferred.
College degree or equivalent combination of education and experience.

Nice To Haves

ITIL certification preferred.
Certifications such as Microsoft Certs, A+, Network+ Sec+, etc. desirable.

Responsibilities

Ensures that all trouble calls and emails are answered in a prompt, courteous and accurate fashion.
Ensures that calls and emails are handled with Information Security best practices in mind.
Diagnoses of Hogan Lovells Cadwalader IT incidents and troubleshoots accordingly.
Assists in documentation, approval and delivery of requested items and services.
Resolves or routes email, Self-Service, and automated tickets that arrive to the Service Desk.
Follows up on backlog tickets on a daily basis.
Escalates trouble calls to resolver groups or to Service Desk leadership when necessary.
Utilizes the Hogan Lovells service management tool to enter IT tickets so that issues may be tracked.
Setup and maintenance of users’ mobile devices.
Coordination and completion of workstation moves, installations, PC replacements, etc., as necessary, especially with relocations. This will require the imaging of Windows machines.
Assists clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices, etc.
Assists with the setup and support of video conferences and audio/visual technology for meetings typically through Zoom or MS Teams.
Appropriately uses time between calls to update personal backlog, assist with the team’s backlog, perform research, etc..
Prioritizes availability and readiness to answer calls.
All members of the firm are encouraged to participate in our Responsible Business program.
Other duties as assigned.