Service Desk Analyst

• Advanced knowledge of Microsoft Office (Outlook, Word, Excel, and PowerPoint).
• Strong understanding of document management systems.
• Advanced knowledge of mobile devices including, but not limited to, Android, Black Berry and iOS devices.
• Proven experience in troubleshooting Windows 11 desktop and laptop systems.
• 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. preferred.

The IT Service Desk Analyst role, under the direction of the IT Service Desk Manager, shall ensure that the computer users 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 of 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.