Help Desk Expert
7 dni temu
About Us
We're Dentons Business Services EMEA, the operational backbone of Dentons. We support the world's largest law firm in delivering exceptional service to clients across Europe, the Middle East, and Africa.
Our EMEA business services team plays a key role in driving efficiency, innovation, and collaboration. We foster a culture of continuous improvement and adaptability, ensuring seamless collaboration to provide a wide range of services.
The Role
As a Technical Service Specialist, you'll provide first-level support to IT users, troubleshooting and resolving issues related to hardware, software, network, and applications.
You'll escalate complex problems to higher-level IT staff and follow up until resolution. Communication is key – you'll work with IT users remotely and face-to-face to ensure their satisfaction with IT services.
Your Responsibilities
- Maintain IT equipment and supplies in good condition.
- Offer first-line technical support, addressing user queries on hardware and software issues.
- Contribute to European IT activities.
- Investigate and assess new IT solutions, making recommendations for improvement.
- Identify and resolve IT issues, escalating complex cases to external vendors or specialists.
- Ensure adherence to processes, policies, and best practices.
- Deliver excellent customer service, guaranteeing users can continue to work.
- Document all IT incidents and Service Requests in the ticketing system.
- Evaluate incidents with accurate documentation and submit to service owners, when necessary.
- Meet all assigned duties to fulfill the role's requirements.
Your Qualifications
- IT technical client-facing experience.
- Knowledge of PC hardware setup and configuration (printers and wireless devices).
- Microsoft-based operating systems and tools knowledge (Windows 10, Group Policies, and Active Directory).
- Passion for Apple iOS, iPadOS, and macOS products and services.
- Experience with ticketing systems (Jira, ServiceNow, BMC, etc.).
- Dealing with vendors and IT procurement experience.
- Documenting IT processes and procedures ability.
- Writing and updating VB/PowerShell scripts ability.
- ITIL-driven environment experience.
- Confident English speaker.
- Non-technical communication skill with internal clients.
- Problem diagnosis and analytical skills.
- Team player with quality, accuracy, and positive internal client experience focus.
What We Offer
- Private medical healthcare provided by Medicover.
- MultiSport card.
- Benefit Cafeteria system.
- Veterinary care for your pet provided by PetHelp.
- Possibility to participate in private insurance plan.
- Additional day off for your birthday.
- Tailored learning & development opportunities.
- Hybrid work model with convenient office location in Warsaw city center.
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