Service Desk Analyst

Description:RESPONSIBILITES Ensure that all trouble calls are answered in a prompt, courteous and accurate fashion. Follow up on closed trouble calls to ensure the user is functioning effectively. Escalates trouble calls to appropriate second level resources or to Service Desk leadership; Enters into the service management tool and tracks all calls to identify patterns that may indicate either a systemic problem or a deficiency in training; Advanced knowledge of all aspects of the applications and systems supported to include Word, Outlook, Excel, PowerPoint and CarpeDiem. Familiarity with the firm’s customizations and templates and coordination of multi-language software products; Occasionally, assists trainers with the delivery of scheduled training classes. Follows up on training provided to new hires on the standard suite of software products used at Hogan Lovells; Periodically checks of hardware to ensure proper configuration (i.e. clock settings, default printer settings, paper size selections, display, etc.); Coordination and completion of workstation moves, installations, PC replacements, etc., as necessary, especially with relocations. This will require the imaging of desktops; Involvement in planning future computer and printer needs and capacity planning; Setup and maintenance of users’ mobile devices, specifically Android and iOS devices; Supports scheduled maintenance windows and assistance with system emergencies (i.e., power outages) that require system shutdown, rebooting, etc.; 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; Ensure that lawyers and Business Services personnel can remotely access network resources; Diagnoses of PC/system/network problems and troubleshooting accordingly. Documentation and reports of any non-standard changes made to the system architecture; Telecom services which includes phone and voicemail training, the installation and testing of phones, handling move-add-change requests, notifying Telephone Systems of TELCO problems and providing general telephone support; Participation in various research projects, as requested by the Service Desk manager; Meeting of performance standards as set forth by the IT Department management team; Asset management responsibilities including the tracking and maintenance of all PCs, printers, scanners, etc. Monitor "hot spare" inventory, as well as a laptop loaner pool; and Other duties as assigned.Skills:help desk, support, troubleshooting, windows 10, active directory, desktop, office 365, ticketing systemTop Skills Details:help desk,support,troubleshooting,windows 10,active directory,desktop,office 365,ticketing systemAdditional Skills & Qualifications: Excellent verbal communication skills and strong computer troubleshooting skills Strong knowledge of Microsoft Office (Outlook, Word, Excel, and PowerPoint) Strong understanding of document management systems Knowledge of mobile devices including, but not limited to, Android, BlackBerry and iOS devices Proven experience in troubleshooting Windows 7 desktop and laptop systems; Windows 10 experience a plus Knowledge of Windows administration with experience in troubleshooting minor networking problemsExperience Level:Intermediate LevelAbout TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.