IT Service Desk Analyst at Hogan Lovells | Apply Now!

📍 Location: Johannesburg GBC, Gauteng
📅 Application Deadline: 22 August 2025
📄 Job Type: Full-Time | Permanent
📁 Job Requisition ID: R257981
💼 Industry: Information Technology & Support

Website: http://www.hoganlovells.com

💡 Role Overview

Are you ready to join a globally connected team delivering cutting-edge IT support? A top-tier international firm is seeking an IT Service Desk Analyst to provide first-line technical assistance to a distributed user base. You’ll troubleshoot, resolve and escalate support issues across desktop, mobile, and remote platforms while maintaining world-class service standards.

🧩 Key Responsibilities

🔧 Technical Support & Troubleshooting

• Provide first-line support via phone, email, chat, or in-person.

• Use remote desktop tools to resolve incidents and service requests at first contact.

• Support Windows 10, Microsoft Office, Citrix, VPN tools (F5), and mobile devices.

• Log and manage incidents using the service management system.

🧑‍💻 Incident Management & Escalation

• Assign unresolved issues to the correct 2nd or 3rd-line support teams.

• Monitor incident progress and provide timely updates to end-users.

• Contribute to knowledge base articles and maintain accurate documentation.

🤝 Client Service & Team Collaboration

• Deliver exceptional customer service across all interactions.

• Identify recurring issues and proactively raise problem records.

• Work desk-side with local users when needed to resolve complex issues.

🔐 Security & Compliance

• Act according to the organisation’s information security policies.

• Report and mitigate any identified security risks.

📚 Minimum Qualifications

• Grade 12 / Matric (NQF 4)

• Relevant IT Technical Qualification (NQF 5/6/7)

• ITIL Foundation Certification

🛠️ Required Experience

• Minimum 2 years in a Service Desk environment within a large corporate.

• Experience with Citrix, VPN troubleshooting, Windows 10, Office Suite, BES12/MobileIron.

• Familiarity with mobile platforms (Android, iOS), laptop/desktop hardware.

• Experience using ticketing systems and ITSM platforms.

💡 Technical & Behavioural Skills

🖥️ System Proficiency

• Microsoft Office – Advanced

• Windows 10 – Advanced

• Citrix – Intermediate

• VPNs (F5 or similar) – Intermediate

• Mobile platforms (BlackBerry, Apple, Android) – Intermediate

• Desktop & laptop hardware – Advanced

🤝 Soft Skills

• Strong communication and active listening

• Ability to handle stress, multitask and prioritise

• Commitment to confidentiality and professionalism

• Team player with an adaptable and proactive mindset

⏱️ Work Conditions

• Flexibility to work weekends and shifts within a 45-hour weekly schedule.

• Must be physically capable of lifting and moving IT equipment.

• A clear criminal background is required.

✅ Best CV Tips for This Role

• Highlight specific IT support tools you’ve used (Citrix, VPNs, ServiceNow, etc.).

• Showcase achievements like resolved ticket rates or response times.

• Emphasize soft skills like adaptability, multitasking, and customer service.

• Include certifications and ongoing IT learning initiatives.

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