Service Desk Specialist (Dentons Business Services EMEA)

Dentons Business Services EMEA is the operational backbone of Dentons, supporting the world's largest law firm in delivering exceptional service to clients across Europe, the Middle East, and Africa. As a crucial component of Dentons' global network, our EMEA business services team plays a key role in driving efficiency, innovation, and collaboration. 

At Dentons Business Services EMEA, we are committed to excellence in supporting legal professionals with cutting-edge solutions. Our dynamic and diverse team collaborates seamlessly to provide a wide range of services, including finance, IT, human resources, marketing, and more. We pride ourselves on fostering a culture of continuous improvement and adaptability. 

About the role

As a Service Desk Specialist, you will be responsible for providing first-level support to the IT users. You will troubleshoot and resolve issues related to hardware, software, network, and applications. You will also escalate complex problems to the higher-level IT staff and follow up until resolution. You will communicate effectively with the IT users (remotely and face-to-face) and ensure their satisfaction with the IT services.

Reponsibilities

• Keep IT equipment and supplies in good condition.
• Provide first line technical support, answering user queries relating to hardware and software problems.
• Participate in Europe IT activities.
• Research and evaluate new IT solutions and make recommendations for improvement.
• Diagnose and resolve IT problems and escalate complex issues to external vendors or specialists.
• Ensure processes, policies and best practices are followed.
• Provide excellent customer service, ensure users can continue to work.
• Log all IT incidents and Service Requests into the ticketing system.
• Escalate incidents with accurate documentation to service owners, when required.
• Adhere to duties as assigned to fully meet the requirements of the position.

Technical Skills and Experience

• Experience in an IT technical client–facing role.
• Knowledge of PC hardware set-up and configuration (including printers and wireless devices).
• Knowledge of Microsoft based operating systems and tools (Windows 10, Group Policies and Active Directory) with emphasis on troubleshooting MS Office 365 based services (Outlook, Word, Excel, PowerPoint, Teams, SharePoint, OneDrive).
• Passion for Apple iOS, iPadOS and MacOS products and services.
• Experience in using ticketing system would be beneficial (e.g. Jira, ServiceNow, BMC, …).
• Previous experience in dealing with vendors and IT procurement.
• Ability to document IT processes and procedures would be beneficial.
• Ability to write and update VB/PowerShell scripts would be beneficial.
• Experience working in an ITIL driven environment is welcomed.
• Confident English speaker.
• Able to communicate in non-technical terms with his internal clients.
• Problem diagnosis and analytical skills.
• A team player with the focus on quality, accuracy and positive internal client experience.

• Private medical healthcare provided by Medicover
• MultiSport card
• Benefit Cafeteria system
• Veterinary care for your pet provided by PetHelp
• Possibility to participate in prviate insurance plan
• An additional day off for your birthday
• Tailored learning & development opportunities
• Hybrid work model with convenient office location in Warsaw city center