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Servicedesk Specialist

  • Warszawa, mazowieckie pokaż mapę
  • Specjalista
  • 03.12.2018

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Dentons Business Services EMEA (DBSE) is a joint initiative between the UK, Middle East and Africa (UKMEA) and Europe regions of the Firm. It leverages both regions' combined scale and resources more effectively by co-locating in one center certain tasks that are currently performed across numerous offices, enabling the Firm to deliver better service and increased value to clients

    Servicedesk Specialist



    To provide first line IT Service Desk support to internal users throughout UKMEA, assisting them with hardware issues and software problems via phone and email.


    • Provide first line technical support, answering user queries relating to hardware and software problems, via phone or email
    • Analyse 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
    • 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

    Experience Skills and Knowledge

    Technical Skills

    • Proven experience in an IS/IT technical client–facing role, ideally in a professional services environment
    • Knowledge of PC hardware set-up and configuration (including printers and wireless devices)
    • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Microsoft Office
    • Experience of using ticketing system would be beneficial
    • Ability to document IT processes and procedures would be beneficial
    • A knowledge of ITIL approach would be beneficial

    Personal Skills and Attributes

    • Excellent written and verbal communication skills
    • A good team player
    • Able to demonstrate excellent client/customer facing 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
    • Problem diagnosis and analytical skills
    • Able to work, make decisions and remain calm while under pressure
    • A strong focus on accuracy and quality
    • Can adapt to differing demands; prioritising tasks, where appropriate

    We offer

    • Various types of benefits: Life insurance, Private health care, Lunch card, Sports & Culture card, Multisport card
    • Interesting initiatives: Football and volleyball trainings, Board games evenings, CSR activities
    • Seminars and workshops - Let us know what you need – we will do our best to make it possible
    • Everyday soft skills learning - communication, flexibility, teamwork, positive attitude and many more
    • Fruits twice a week
    • An attractive location at the heart of Warsaw

    Firm Profile

    Dentons is the world's first polycentric global law firm. A top 20 firm on the Acritas 2015 Global Elite Brand Index, the Firm is committed to challenging the status quo in delivering consistent and uncompromising quality and value in new and inventive ways. Driven to provide clients a competitive edge, and connected to the communities where its clients want to do business, Dentons knows that understanding local cultures is crucial to successfully completing a deal, resolving a dispute or solving a business challenge. Now the world's largest law firm, Dentons' global team builds agile, tailored solutions to meet the local, national and global needs of private and public clients of any size in more than 125 locations serving 50-plus countries. www.dentons.com.

    Equal Opportunities

    Dentons is committed to providing equal opportunities for all. If, as a result of a disability, you believe that there are aspects of the recruitment process or job that you would find more difficult than a non-disabled person, please tell us as soon as possible. We will then be able to discuss with you any reasonable adjustments that could be made to the recruitment process or the job itself.