IT Service Desk Analyst

About the role

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.

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