IT Service Desk Specialist

IT SERVICE DESK SPECIALIST 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. Dentons Business Services EMEA serves as 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. ABOUT THE ROLE Currently we are looking for an IT Service Desk Specialist to join our Warsaw based UKIME team as 1st Line Specialist in Service Desk team. This person will be supporting our internal customers in their daily duties, allowing them to use the required IT software and hardware seamlessly. You should demonstrate engagement in fixing or advising technical topics to the end-user in a clear and simple non-IT way. This is a role that will cover shifts between 8:00 and 24:15 KEY RESPONSIBILITIES • Provide first line technical support, answering user queries relating to hardware and software problems, via phone or email • Follow through to resolution within agreed SLA’s (Service Level Agreements) • Provide excellent customer service, ensure users can continue to work • Give customers confidence that their issue is understood and dealt with promptly • keeping them informed of progress, driving issues through to resolution, offering workarounds where applicable • Analyse user problems and inquiries • Log all IT incidents and Service Requests onto the ticketing system, and where appropriate, escalate any issue to, second and third line support in a timely manner • Work as part of a team, with a positive ‘can-do’ attitude • Continuously improve the services offered by the IT team, in line with the level of responsibility of the role • Be aware of the technologies, ITIL & ISO processes and procedures in use within the department • Adhere to local and regional IT operational standards • Adhere to duties as assigned to fully meet the requirements of the position REQUIRED SKILLS & QUALIFICATIONS Education: Spoken and written English C1, knowledge of the ITIL approach Experience: • Proven experience in an IS/IT technical client–facing role, ideally in a professional services environment • Experience using ticketing system • Experience working with applications used by legal firms (time capture, document comparison, legal information systems) is a benefit Technical Expertise : • Knowledge of PC hardware set-up and configuration (including printers and wireless devices) • Strong knowledge of Microsoft based operating systems with emphasis on Windows 11 and MS Office suite • Problem diagnosis and analytical skills • Ability to document IT processes and procedures Soft Skills : • Able to communicate in non-technical terms with the users to both understand their problem and to relay how the problem will be resolved • Able to exercise tact and diplomacy in an organizational setting • Able to work, make decisions and remain calm while under pressure • A strong focus on accuracy and quality • Understands the need for documentation and well-defined procedures