IT Support

• 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 will work with the IT Service Desk team to manage their daily tasks. This role involves providing technical support and guidance to staff, fixing issues, and supporting IT processes with a focus on modern, remote-first workflows.
• **Responsibilities**
• - **Daily Support:** Manage IT Service Desk daily activities and ensure that all customer requests are completed within agreed SLAs.
• - **Incident Management:** Log all IT incidents and service requests into the ticketing system.
• - **Remote Troubleshooting:** Provide first-line technical support, answering user queries relating to hardware and software problems, utilizing remote diagnostic tools.
• - **Workflow Improvement (Nice to Have):** Identify repetitive support tasks and assist in improving or automating them using Microsoft Power Automate where appropriate.
• - **AI-Assisted Support (Nice to Have):** Use AI-assisted support tools to accelerate problem diagnosis and documentation.
• - **Complex Resolution:** Track more complex problems and assist with raising them to vendors or internal IT experts.
• - **Customer Experience:** Provide excellent customer service, ensuring users can continue to work with minimal disruption.
• - **Process Compliance:** Ensure processes, policies and best practices are followed in all interactions.

IT Technician

IT Support Specialist

Global Head – Technology Strategy and Enterprise Architecture