About the Opportunity
Denton Business Services EMEA is currently looking for four Service Desk Specialists to join our Warsaw-based UK&ME Service Desk team and support our internal customers in their daily duties, allowing them to use required IT software and hardware seamlessly.
As a Service Desk Specialist, you demonstrate engagement in fixing or advising on technical topics to the end-user in a clear and simple non-IT way.
You will be a part of the Service Desk Team and work together to achieve common goals as well as personal goals set by the Team Leader.
Provide first line technical support, answering user queries relating to hardware and software problems, via phone or email
Analyze user problems or enquiries
Follow through to resolution within agreed SLA’s (Service Level Agreements)
Provide excellent customer service, ensure users are able to continue to work
Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, offering workarounds where applicable
Log all IT incidents and Service Requests on the ticketing system, where appropriate, escalate any issue to third line support in a timely manner
Adhere to local and regional IT operational standards
Adhere to duties as assigned to fully meet the requirements of the position
Be able to work on given shift between 8 : 00-24 : 00 (working from home or office).
General understanding of IT principles (Hardware, Software, Networking, Security, Virtualization, mobile devices)
Knowledge of Windows 10 (troubleshooting), Active Directory, Outlook / Exchange, VPN, Citrix, VM solutions and remote support tools (at least few of them)
Experience of working with applications used by legal firms (time capture, document comparison, legal information systems)
Personal Skills & Attributes
Knowledge of spoken / written English (desired C1 / C2 level)
High level of empathy, professionalism and diplomacy
Skills to work as part of the team with and "can-do" attitude
Good organizational and prioritizing skills
Willingness to learn new technologies and have a motivation to grow in the IT industry
Past experience in corporate IT department Help Desk, Service Desk or Desktop Support.
What we can Offer
Dentons is always looking to invest in the highest-quality talent, recognising that our success is built on the diverse and unique strengths of each of the members of our Firm.
Our team of business services staff play a significant role in the success of Dentons, and we recruit staff into a wide variety of areas.
Here, we look for focused, flexible individuals from a variety of backgrounds who are team players. Previous experience within the legal sector is not essential.
We want to give everyone the opportunity to develop his or her potential fully and, therefore, provide support, training and encouragement to members of staff at all levels.