IT Service Desk Analyst

Hogan Lovells Cadwalader delivers decisive counsel at the intersection of finance, business, and regulation, helping clients succeed when it matters most. We are a leading global law firm trusted to advise on complex, high-stakes matters, combining global scale with local intelligence to help clients move markets, shape industries, define new opportunities, and succeed. With more than 3,100 lawyers worldwide, we bring sharp thinking, deep commercial understanding, and an uncompromising commitment to delivering exceptional outcomes for clients.

The Information Technology Department is responsible for the implementation, provision, and support of all information and technology services within the firm, including user support, reliable network connectivity, delivery of solutions, and applications development and maintenance. Members of this department are located across the globe and are committed to providing a high quality of service for our people.

The IT Service Desk Analyst, under the direction of the Principal Analyst & Manager, provides first-line support to a globally distributed customer base and ensures all computer users at the firm receive appropriate assistance with technology-related incidents and questions.

The bulk of support is provided remotely using remote desktop tools and consists of logging incidents, service requests, and resolving a high level of support at first contact, thus ensuring that service levels and targets are achieved, as well as meeting customer satisfaction and continuous service demands. 

KEY 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 Cadwalader 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.
• All members of the firm are encouraged to participate in our Responsible Business program.
• Other duties as assigned.

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 preferred.
• ITIL certification preferred.
• Certifications such as Microsoft Certs, A+, Network+ Sec+, etc. desirable.
• College degree or equivalent combination of education and experience.

Core hours are generally Monday through Friday, 9:00 a.m. to 5:30 p.m., including an unpaid meal period. This position is based on a standard 37.5-hour workweek. Additional or adjusted hours may be required to meet business needs and must be worked in accordance with applicable overtime requirements and firm policies.

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

Hogan Lovells Cadwalader 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 Cadwalader 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 [email protected].