Service Desk Analyst

Insight Global; Louisville (KY); On-site; USD 52,000 - 68,000; Full time

Job summary

Hogan Lovells IT Service Desk Analyst role in Louisville, KY provides end-user technology support for incidents and queries under the IT Service Desk Manager. You will respond to calls and emails promptly and professionally while maintaining information security best practices across all tasks.

Responsibilities include diagnosing IT incidents, daily backlog follow-ups, ticketing with the Hogan Lovells Service Management tool, and hands-on support for mobile devices, workstation moves, and

Qualifications

• The IT Service Desk Analyst role provides assistance with technology incidents and questions.
• Respond to calls and emails promptly and courteously.
• Follow information security best practices in handling requests.
• Experience in a legal or professional services setting preferred.
• College degree preferred; experience may substitute for a degree.

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.
• 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.

Skills

Microsoft Office

Windows 11 troubleshooting

Document management

Mobile devices (Android iOS BlackBerry

Education

College degree preferred

Tools

Hogan Service Management Tool

IT Certifications

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.