Job Description
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.<...
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.<...