Service Desk Technician (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. 

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.

• →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.

• First-Line Support: Remote technical support for hardware, software, and Microsoft 365 services.
• Incident and Request Management: Logging, tracking, and resolution of IT incidents and service requests within SLA targets.
• Escalation and Handover: Timely escalation to L2 Service Management for complex issues and handover to Onsite Support for physical interventions.
• Cross-Team Cooperation: Close operational cooperation with Onsite Support and L2 Service Management to ensure seamless end-to-end service delivery.
• Process Compliance: Adherence to IT processes, policies, and best practices in all interactions.