Service Desk Specialist (Dentons Europe Services)

At Dentons Europe Services in Prague, we embrace a culture of collaboration and continuous improvement. Our team of professionals is dedicated to collaborating seamlessly to provide a wide range of services, including finance, IT, human resources, marketing, and more to support legal teams in managing large volumes of data, ensuring accuracy, and enhancing the overall legal process. 

Role

The Remote Service Desk Technician provides first-line technical support to users across European offices from the Prague-based Remote Service Desk. The role delivers remote troubleshooting, incident management, and service request handling within agreed SLAs, working in close cooperation with Onsite Support and L2 Service Management teams.

Responsibilities

• Provide first-line technical support, answering user queries relating to hardware and software problems.

• Log all IT incidents and service requests into the ticketing system.
• Resolve incidents and requests within agreed SLAs using remote diagnostic tools.
• Escalate complex issues to L2 Service Management with appropriate documentation and context.
• Hand over issues requiring physical intervention to Onsite Support teams.
• Cooperate with Onsite Support and L2 Service Management to ensure seamless user experience.
• Deliver excellent customer service ensuring users can continue to work with minimal disruption.
• Follow processes, policies, and best practices in all interactions.
• Document IT processes and procedures as required.
• Support workflow improvement and automation initiatives where appropriate.

Requirements

• Client Facing: Experience in an IT technical client–facing role.

• Microsoft Ecosystem: Knowledge of Microsoft operating systems and tools (Windows 11, Office 365 services such as Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive) with emphasis on troubleshooting.
• Modern Device Management: Familiarity with or willingness to learn Microsoft Intune and Windows Autopilot for remote device provisioning and management.
• Workflow Automation (Nice to Have): Interest in creating or improving automated workflows using Microsoft Power Automate.
• Apple Ecosystem (Nice to Have): Basic understanding of iOS, iPadOS and macOS.
• ITSM Tools (Nice to Have): Experience using a ticketing system (e.g. Jira, ServiceNow, BMC).
• Documentation: Ability to document IT processes and procedures.
• Frameworks: Experience working in an ITIL-driven environment is welcomed.

Benefits

• 25 days of vacation/year 

• 3 sick days/year 

• Meal lump-sum 

• MultiSport card 

• Multipass card 

• Home Office allowance