. Only the ‘myworkday* Using the Incident Management tool to record and accurately create / update all Incidents / Requests in line with defined quality requirements.* Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.* Categorising and escalating incidents and service requests in line with the Firms Incident Management Process.* Setting the user's expectations in relation to incident resolution or service request fulfillment. These should be in line with the agreed SLTs.* Provide timely and constructive feedback on de-escalations of incidents / requests that have been incorrectly assigned.* Responsible for working as part of a team to provide a highly-mobile and high quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.* To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.* Install, configure, upgrade and support hardware such as, but not limited to, laptops, desktop PC's, printers, telephones and mobile devices.* Install, upgrade, and troubleshoot all applications that fall under the HL application suite.* Assist in testing new software and hardware, providing constructive feedback as required.* Maintain accurate stock levels and associated records.* Follow appropriate processes and procedures in relation to assets' life-cycle* Perform desk or departmental moves at a time times that doesn't impact the end user’s ability to work.* Provide second line remote support to the user base of all other offices when their office may be closed or if there is no local support to assist.* Provide support at events and meetings in line with the business requirements.* Ensure that desktop security configurations and practices are implemented and maintained in line with the company’s policies and procedures.* Assist with the cover or overflow of Service Desk calls, ensuring they are processed and logged in accordance with the incident management and quality management processes.* Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base.* Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met.* To constantly and proactively look for ways to improve the systems, service, processes, performance and communication of the IT Support Services team.* Provide back-up and support the London based AV team when they are shorthanded and / or when support is needed during extended core hours.* There will be a requirement to work overtime and / or work overseas on occasions as required by the needs of the business.* As IT Site Lead, there will be a responsibility for on-call duty. This is a best endeavors approach; however onsite visits may be required after hours in a major incident scenario. The role is also required to notify the UK Regional IT Manager of general availability each weekend so that alternative plans can be implemented if required.* At least two years' experience in a similar role.* ITIL Foundation accreditation preferred.* Strong knowledge of Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices ( iOS) preferred.* Intune, Intra and Windows 11 knowledge.* Familiarity with Windows administration and networking desired.* Confidently builds rapport and instils confidence with all stakeholders and customers.* Understands who their customers are and can identify solutions that meet the requirements of the customer.* Takes a proactive approach to problem solving by identifying patterns and trends.* Makes suggestions and recommendations to resolve issues and improve services.* Can analyse service issues and understands independencies.* Ensures full understanding of departmental processes and procedures taking steps to close gaps in knowledge.* Thorough and methodical in their approach leaving no stone unturned.* Owns the delivery of tasks on behalf of the team.* Actively looks to encourage others and the team to deliver to the best of their ability.* Is flexible in their approach to the work they undertake and happy to fulfil all tasks to achieve a successful outcome.* Is comfortable in providing instruction and guidance to individuals and other teams.* Sets appropriate and realistic deadlines and works hard to achieve them.* Makes sound and rational priority decisions concerning own workload.There's no substitute for lived experience. We value fresh perspectives; if you are looking for your next career move, we offer an exceptional platform from which to build skills for now and the future. Define your future and become part of an exceptional global team that is passionate about working on some of the world’s toughest legal challenges.We have a unique culture that is both ambitious and supportive. You will be stretched and encouraged to grow as a professional, while at the same time, thriving as part of an inclusive and collaborative team. The one constant is that we are always evolving, innovating, excelling, because that is what it takes to be the best.Hogan Lovells is a global law firm with offices in many jurisdictions and countries. Some of the information displayed may not be applicable to the region in which you are applying, your individual situation or the local legal framework. The system uses standard terminology that applies irrespective of whether you are/will be an employee, partner or self-employed.
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