# Service Desk Specialist (Dentons Europe Services)

> Dentons · Prague, Czechia (Hybrid) · — · Posted 2026-07-02

**Workplace:** hybrid

**Department:** Business Services Professionals

## Description

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 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.

### **Responsibilities**

-   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.

## Requirements

-   **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.

## Benefits

-   25 days of vacation/year 

-   3 sick days/year 

-   Meal lump-sum 

-   MultiSport card 

-   Multipass card 

-   Home Office allowance

## Apply

[Apply at Dentons](https://apply.workable.com/dentons-europe/j/E4F67DA249/apply)

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