Dentons is looking for a Service Desk Specialist for its Europe Services team. You will join a newly built Remote Services team and help shape its ways of working. This role focuses on managing daily tasks, providing technical support and guidance to staff, and supporting IT processes with a focus on modern, remote-first workflows.
What You'll Do
- Manage IT ServiceDesk daily activities and ensure all customer requests are completed within agreed SLAs.
- Log all IT incidents and service requests into the ticketing system.
- Provide first-line technical support, answering user queries relating to hardware and software problems, utilizing remote diagnostic tools.
- Track more complex problems and assist with raising them to vendors or internal IT experts.
- Provide excellent customer service, ensuring users can continue to work with minimal disruption.
- Ensure processes, policies and best practices are followed in all interactions.
What We're Looking For
- Experience in an IT technical client-facing role.
- 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.
- Familiarity with or willingness to learn Microsoft Intune and Windows Autopilot for remote device provisioning and management.
- Ability to document IT processes and procedures.
- Written and verbal communication skills, with the ability to communicate in non-technical terms with internal clients.
- English CEFR B2 (confident speaker, able to understand technical manuals, able to fluently communicate with European management).
- Problem diagnosis and analytical skills.
- Able to make decisions and remain calm while under pressure.
- A team player with a focus on quality, accuracy, and positive internal client experience.
- Can adapt to differing demands, prioritizing tasks where appropriate.
Nice to Have
- Identify repetitive support tasks and assist in improving or automating them using Microsoft Power Automate where appropriate.
- Use AI-assisted support tools to accelerate problem diagnosis and documentation.
- Interest in creating or improving automated workflows using Microsoft Power Automate.
- Basic understanding of iOS, iPadOS and macOS.
- Experience using a ticketing system (e.g., Jira, ServiceNow, BMC).
- Experience working in an ITIL-driven environment is welcomed.
- Knowledge of French or German, in addition to English, is an advantage.
Technical Stack
- Microsoft Windows 11
- Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive)
- Microsoft Intune
- Windows Autopilot
- Microsoft Power Automate
- iOS, iPadOS, macOS
- ITSM/Ticketing Systems (e.g., Jira, ServiceNow, BMC)
Team & Environment
Join a newly built Remote Services team.
Benefits & Compensation
- 25 days of vacation/year
- 3 sick days/year
- Meal lump-sum
- MultiSport card
- Multipass card
- Home Office allowance
Work Mode
This is a fully remote position based in Prague.
Dentons is an equal opportunity employer and embraces a culture of collaboration and continuous improvement.
