Help 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.

• 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 Hogan Lovells IT incidents and troubleshoots accordingly.
• 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.
• Meeting of performance standards as set forth by the IT Service Desk management team.
• Other duties as assigned.

• Excellent verbal communication skills and computer troubleshooting skills.
• Advanced knowledge of Microsoft Office (Outlook, Word, Excel, and PowerPoint).
• Strong understanding of document management systems.
• Adavanced knowledge of mobile devices including, but not limited to, Andriod, Black Berry and iOS devices.
• Proven experience in troubleshooting Windows 11 desktop and laptop systems.
• Knowledge of Windows administration.
• Experience in troubleshooting network problems.

• Three years of work experience providing technology support in a legal or professional services setting is preferred.
• College degree is preferred. Experience can be substituted for a degree.
• Other IT certifications such as Microsoft certs, A+, Network+ Sec+, etc. preferre