IT Service Desk Analyst

The IT Service Desk Analyst role, under the direction of the IT Service Desk Manager, shall ensure that the computer users at Hogan Lovells receive appropriate assistance with technology-related incidents and questions.

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 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.
• Meeting of performance standards as set forth by the IT Service Desk management team;
• Other duties as assigned.

QUALIFICATIONS

REQUIRED SKILLS

• 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

EDUCATION, CERTIFICATIONS AND/OR EXPERIENCE

• Three (3)+ years of work experience providing technology support in a legal or professional services setting is preferred.
• ITIL certification preferred.
• Certifications such as Microsoft Certs, A+, Network+ Sec+, etc. desirable.
• College degree or equivalent combination of education and experience.

HOURS

Core support hours are 9:00 a.m. to 5:30 p.m. ET, with one hour for lunch. Must be flexible to work other hours/shifts as needed. This position follows a hybrid schedule, with four days in the office and one day working remotely from home.

This job description sets forth the responsibilities of this position and may be changed from time to time as shall be determined.

Hogan Lovells is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, age, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected Veteran status, or other factors protected by law.

Hogan Lovells complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Benefits Department at LeaveofAbsence_US@hoganlovells.com.