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 will work with the IT Service Desk team to manage their daily tasks. This role involves providing technical support and guidance to staff, fixing issues, and supporting IT processes with a focus on modern, remote-first workflows.
Responsibilities
- Daily Support: Manage IT Service Desk daily activities and ensure that all customer requests are completed within agreed SLAs.
- Incident Management: Log all IT incidents and service requests into the ticketing system.
- Remote Troubleshooting: Provide first-line technical support, answering user queries relating to hardware and software problems, utilizing remote diagnostic tools.
- Workflow Improvement (Nice to Have): Identify repetitive support tasks and assist in improving or automating them using Microsoft Power Automate where appropriate.
- AI-Assisted Support (Nice to Have): Use AI-assisted support tools to accelerate problem diagnosis and documentation.
- Complex Resolution: Track more complex problems and assist with raising them to vendors or internal IT experts.
- Customer Experience: Provide excellent customer service, ensuring users can continue to work with minimal disruption.
- Process Compliance: Ensure processes, policies and best practices are followed in all interactions.
Requirements
Technical Skills and Experience
- 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.
Personal Skills and Attributes
- Communication: Written and verbal communication skills, with the ability to communicate in non-technical terms with internal clients.
- Language: English CEFR B2 (Confident English speaker, able to understand technical manuals, able to fluently communicate with European management...).
- Problem Solving: Problem diagnosis and analytical skills.
- Resilience: Able to make decisions and remain calm while under pressure.
- Teamwork: A team player with a focus on quality, accuracy, and positive internal client experience.
- Adaptability: Can adapt to differing demands, prioritizing tasks, where appropriate.
Benefits
