IT ServiceDesk Technician (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. 

Role overview: As an IT ServiceDesk Technician, 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.

Responsibilities

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

Requirements

Technical Skills and Experience

• 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).
• Understanding of 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.
• Experience working in an ITIL driven environment is welcomed.
• Required presence in the office (occasional work from home is possible).
• Experience in an IT technical client–facing role would be an asset.
  

Personal Skills and Attributes

• A team player with the focus on quality, accuracy and positive internal client experience.
• Confident English speaker.
• Able to communicate in non-technical terms with his internal clients.
• Problem diagnosis and analytical skills.
• Can adapt to differing demands, prioritizing tasks, where appropriate.
• Able to make decisions and remain calm while under pressure.
• Proactive with a "can-do" attitude in all areas, with a strong sense of self-motivation.

Benefits

Language Capabilities

We are a truly global law firm and as such, always welcome hearing from those with foreign language capabilities.

Equal Opportunities

Dentons is committed to providing equal opportunities for all. We welcome applications from candidates with disabilities and support those in the workplace who have a disability.

Inclusion, Diversity & Equity

Essential to our success as a global law firm is our ability to attract and retain the best talent from a diverse range of backgrounds. We want a work environment where everyone can reach their potential and we have an inclusive culture which respects individual differences.

We undertake and support a number of internal and external initiatives aimed at increasing diversity within the profession and we encourage all our partners and staff to get involved. We welcome you to learn more about inclusion, diversity and equity at Dentons.