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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** Hogan Lovells - **Location:** Louisville, KY, United States - **Experience:** Experienced - **Salary:** $78,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Artificial Intelligence, Microsoft Outlook, Cyber Security, Document Management Systems, Web Browsers, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Network Connections, Microsoft PowerPoint, Remote Desktop Services, Software Tools, Visual Technology, Data Logging, Search Engines - **Published:** September 21, 2026 - **Apply:** https://hoganlovells.wd3.myworkdayjobs.com/Search/job/Louisville-GBC/IT-Service-Desk-Analyst_R269526-1 ## About the Role * 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. ## Description 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., * 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. ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Writing a full-text search engine in TypeScript](https://www.wearedevelopers.com/videos/504-writing-a-full-text-search-engine-in-typescript) - [How Web AI Can Power the Agentic Web - Jason Mayes (Google)](https://www.wearedevelopers.com/videos/1896-how-web-ai-can-power-the-agentic-web-jason-mayes-google) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria)