Hogan Lovells · 2 hours ago
IT Service Desk Analyst
Louisville GBC
Full-time
Hybrid
Mid Level
3+ years expHogan Lovells is a legal services firm seeking an IT Service Desk Analyst to provide assistance with technology-related incidents and questions. The role involves ensuring prompt and accurate responses to trouble calls and emails, diagnosing IT incidents, and assisting with various technology setups and support.
ConsultingGovernmentLegalReal Estate
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
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
Meeting of performance standards as set forth by the IT Service Desk management team
Other duties as assigned
Qualification
Required
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
Preferred
Three (3)+ years of work experience providing technology support in a legal or professional services setting is preferred
ITIL certification preferred
Certifications such as Microsoft Certs, A+, Network+ Sec+, etc. desirable
College degree or equivalent combination of education and experience
Company
Hogan Lovells
Hogan Lovells is a London-based multinational law firm that provides legal advisory services.
5001-10000 employees
H1B Sponsorship
Hogan Lovells has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (10)
2023 (3)
2022 (7)
2021 (4)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Bret Cohen
Partner
Eduardo Ustaran
Partner
Recent News
bloomberglaw.com
2026-01-24
bloomberglaw.com
2026-01-17
bloomberglaw.com
2026-01-16
Company data provided by crunchbase