Service Desk Analyst

Insight Global; Louisville (KY); On-site; USD 42,000 - 62,000; Full time

Job summary

Hogan Lovells is seeking an IT Service Desk Analyst in Louisville, KY to provide frontline technology support for users and incidents. You will help users with computer and mobile device issues, ensuring timely responses and adherence to security best practices across all requests.

The role involves diagnosing incidents, following up on backlogs, coordinating device moves, and supporting video conferences and meetings with Zoom or MS Teams.

Qualifications

• Advanced knowledge of Microsoft Office applications.
• Strong understanding of document management systems.
• Proven ability to troubleshoot Windows 11 on desktops and laptops.
• 3 years of IT support experience in a legal or professional services setting is preferred.
• College degree preferred; experience may substitute for degree.

Responsibilities

• Respond to IT service requests via phone and email promptly, courteously and accurately.
• Handle requests with Information Security best practices in mind.
• Diagnose Hogan Lovells IT incidents and troubleshoot accordingly.
• Follow up on backlog tickets daily.
• Escalate issues to resolver groups or Service Desk leadership when necessary.
• Log IT tickets in the Service Management tool to track issues.
• Set up and maintain users’ mobile devices.
• Coordinate workstation moves, PC replacements, and imaging of Windows machines as needed.
• Assist clients and visitors with laptop access and printer installations in conference rooms and offices.
• Support video conferences and A/V for meetings, typically using Zoom or MS Teams.

Skills

MS Office Suite

Document management

Mobile devices

Windows 11 troubleshooting

Education

College degree preferred

Experience can substitute for degree

Job description

• 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, BlackBerry 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.

Nice to Have Skills & Experience

• Other IT certifications such as Microsoft certs, A+, Network+ Sec+, etc. preferred.

Job Description

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.