IT Service Desk Specialist

Dentons Business Services EMEA supports legal professionals with services including finance, IT, human resources, and marketing. It serves as the operational backbone of Dentons, the world’s largest law firm, supporting clients across Europe, the Middle East, and Africa.

• Spoken and written English at C1 level
• Knowledge of the ITIL approach
• Proven experience in an IS/IT technical client-facing role, ideally in professional services
• Experience using a ticketing system
• Experience with legal firm applications (time capture, document comparison, legal information systems) is a benefit
• Knowledge of PC hardware setup and configuration, including printers and wireless devices
• Strong knowledge of Microsoft operating systems, especially Windows 11, and MS Office suite
• Problem diagnosis and analytical skills
• Ability to document IT processes and procedures
• Ability to communicate technical issues in non-technical terms
• Tact and diplomacy in organizational settings
• Ability to work calmly under pressure
• Strong focus on accuracy and quality
• Understanding of the need for documentation and well-defined procedures

• Provide first line technical support for hardware and software issues via phone or email
• Follow through to resolution within agreed Service Level Agreements (SLAs)
• Deliver excellent customer service to ensure users can continue working
• Communicate progress and offer workarounds where applicable
• Analyze user problems and inquiries
• Log all IT incidents and service requests in the ticketing system
• Escalate issues to second and third line support when appropriate
• Work collaboratively with a positive attitude
• Continuously improve IT services in line with role responsibilities
• Adhere to ITIL and ISO processes and procedures
• Comply with local and regional IT operational standards