IT Service Desk Analyst at Hogan Lovells

Purpose

Providing 1st line support to a globally distributed customer base via a variety of contact methods, including telephone, email and in person. 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 requests at first contact, thus ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service demands.

Key Performance Areas and Accountabilities

Remote and Local IT Support

• Delivering outstanding quality for all contacts into the IT Service Desk, measured against Key Performance Indicators.
• Performing 1st line troubleshooting for the firm’s core systems and ensuring issues are accurately logged with the required information.
• Ensuring all support calls (emails and chats) are logged and managed through the service management tool in accordance with the agreed service level targets.
• Assigning incidents and requests to appropriate 2nd & 3rd line teams after all troubleshooting steps have been exhausted.
• Proactively managing updates to all parties with Incident/Requests statuses through to resolution.
• Identifying trends for support so improvements can be made by raising problem records or by sharing information with teams to help address any training needs.
• Meeting or exceeding defined quality and performance targets.
• Developing and updating knowledge base articles on a monthly basis to aid knowledge sharing and to drive a consistent and effective customer experience.
• Providing desk-side assistance to users locally where applicable.
• Acting in accordance with the Firms Information Security Policies and reporting any potential or actual Security events or other Security risks to the organisation.

Requirements Profile

Education

• Grade 12 or equivalent (NQF 4) - Required
• IT focused post-matric technical qualification/s (NQF 5/6/7) - Required
• ITIL Foundation - Recommended

Mental & Environmental / Legal Requirements

• Must be able to handle pressure, setbacks and a high level of stress
• Must be able to work to deadlines
• Must be able to maintain strict adherence to confidentiality policies
• Must be in a position to work weekends where required (falling within or outside of the weekly 45 hour shift roster)
• Must be capable of carrying heavy parcels (ie desktop and other IT equipment)
• Must have a clear criminal record

Experience

• 2 years' IT Service Desk support in a large corporate environment at Operational level - Required
• 2 years' demonstrated understanding of IT support troubleshooting and associated processes experience at Operational level - Required

System Skills

• Microsoft Office - Advanced (Required)
• Citrix - Beginner - Intermediate (Required)
• F5 or other VPN technologies - Intermediate - Advanced (Required)
• Windows 10 - Intermediate - Advanced (Required)
• Mobile device platforms and their backend management platforms - Intermediate - Advanced (Required)
• Laptop and Desktop hardware - Intermediate - Advanced (Required)

Knowledge and Skills

• Customer services experience working in an IT Service Desk within a large corporate environment
• Must have outstanding customer service with good active listening skills
• Reliable and open-minded with a passion to drive solutions
• Flexible and adaptable in accordance with the business demands
• Able to understand business needs and prioritise issues accordingly
• Ability to mitigate risks and manage issues to resolution
• Proficient English language skills
• A broad knowledge and interest in IT
• Supporting remote working, using Citrix and F5 VPN to troubleshoot authentication and connection issues
• Experience supporting Windows 10, laptops & desktops
• Supporting mobile devices Blackberry, Apple, Androids with admin experience on BES12 or MobileIron
• Advanced experience with Microsoft Office 2010 applications

Behavioral Competencies

• Ability to handle queries efficiently with diplomacy and tact
• Ability to follow instructions precisely
• Adapting and responding to change
• Delivering results and meeting business expectations
• Working with others
• Delivering through others

Additional Considerations

• Applicants must be South African citizens or have a valid South African work permit
• Preference will be given to Employment Equity candidates
• Preference will be given to candidates who are living with a disability