Hogan Lovells: Service Desk Analyst
Role Overview
Providing 1st line support to a globally distributed customer base via telephone, email, chat, and in person. Most support is provided remotely using remote desktop tools. Responsibilities include logging incidents, managing service requests, and resolving support requests at first contact to ensure service levels and customer satisfaction are met.
Key Responsibilities
Remote and Local IT Support
- Deliver outstanding quality for all IT Service Desk contacts, measured against Key Performance Indicators.
- Perform 1st line troubleshooting for core systems, logging issues with required information.
- Ensure all support calls, emails, and chats are logged in the service management tool in line with SLA targets.
- Assign incidents and requests to appropriate 2nd & 3rd line teams after first-line troubleshooting is completed.
- Proactively provide updates on Incident/Request statuses to all relevant parties until resolution.
- Identify support trends and initiate problem records or training recommendations.
- Develop and update knowledge base articles monthly to drive consistency and effective customer experience.
- Provide desk-side assistance locally when required.
- Comply with the Firm’s Information Security Policies and report potential or actual security risks.
Education & Qualifications
- Grade 12 / Matric or equivalent (NQF 4) – Required
- Post-matric technical or tertiary IT qualification (NQF 5/6/7) – Required
- ITIL Foundation – Preferred
Experience
- Minimum 2 years IT Service Desk support in a large corporate environment – Required
- In-depth understanding of IT support troubleshooting and associated processes – Optional
System Skills
- Microsoft Office – Advanced
- Citrix – Beginner/Intermediate
- F5 or other VPN technologies – Intermediate/Advanced
- Windows 10 – Intermediate/Advanced
- Mobile device platforms and backend management – Intermediate/Advanced
- Laptop and Desktop hardware – Intermediate/Advanced
Technical Skills
- Outstanding customer service and active listening skills
- Reliable, flexible, and adaptable to business demands
- Ability to understand business needs and prioritize issues accordingly
- Proficient in troubleshooting Windows 10, laptops, desktops, and mobile devices (BES12, MobileIron)
- Experience supporting remote working via Citrix and F5 VPN
- Advanced Microsoft Office skills (2010 applications)
Behavioural Competencies
- Ability to handle queries efficiently with diplomacy and tact
- Follow instructions precisely and adapt to change
- Deliver results, meet business expectations, and work collaboratively
- Ability to mentor or guide others where required
Mental & Environmental / Legal Requirements
- Ability to handle pressure, setbacks, and high-stress situations
- Work to deadlines and maintain strict confidentiality
- Availability to work weekends if required (part of or outside 45-hour weekly shift roster)
- Capable of carrying heavy IT equipment
- Clear criminal record
Who Should Apply
Individuals with a strong IT support background, excellent communication skills, and the ability to troubleshoot and resolve IT issues efficiently. Candidates must be customer-service oriented, adaptable, and able to work independently and as part of a team in a high-pressure environment.
How to Apply
Submit your CV and cover letter via the company careers portal or the email address provided in the job posting. Highlight your IT Service Desk experience, technical skills, and examples of troubleshooting or process improvement achievements.
🕒 Posted: 0000-00-00 00:00:00