Service Desk Specialist (Dentons Business Services EMEA)

The Service Desk Specialist at Dentons Business Services EMEA is responsible for providing first-level IT support, troubleshooting hardware and software issues, and ensuring user satisfaction. You'll log incidents in the ticketing system, escalate complex problems to higher-level IT staff, and participate in various IT activities across Europe. Additionally, you’ll maintain IT equipment and supplies, communicate effectively with users, and follow best practices in service delivery.

Candidates for the Service Desk Specialist role at Dentons Business Services EMEA should have experience in client-facing IT roles and know PC hardware setup and configuration. Familiarity with Microsoft operating systems and tools, especially MS Office 365, is crucial. Also beneficial is experience with ticketing systems and the ability to document IT processes. Experience with scripting in VB/PowerShell and working in an ITIL-driven environment is a plus.

The Service Desk Specialist ensures user satisfaction by providing excellent customer service, effectively communicating IT solutions, and resolving issues promptly. By actively logging IT incidents, following up on escalated issues, and maintaining clear documentation, the Specialist fosters a positive internal client experience and helps users continue their work with minimal interruptions.

Common IT issues handled by the Service Desk Specialist at Dentons Business Services EMEA include hardware malfunctions, software installation and troubleshooting, network connectivity problems, and application-related questions. The Specialist is trained to address these issues efficiently and escalate more complex challenges to appropriate IT personnel when necessary.

Dentons Business Services EMEA offers a comprehensive benefits package for Service Desk Specialists including private medical healthcare, a MultiSport card, and a benefit cafeteria system. Employees also enjoy veterinary care for pets, an additional day off for birthdays, tailored learning and development opportunities, and the flexibility of a hybrid work model from a centrally located office in Warsaw.

To prioritize tasks effectively as a Service Desk Specialist, it's essential to assess the urgency and impact of each IT issue. I would categorize tickets based on severity, ensuring critical problems affecting multiple users are addressed first, while still maintaining a schedule for resolving lower-priority concerns in a timely manner.

During my previous role, I encountered a complex network connectivity problem that affected several users. I systematically diagnosed the issue by checking configurations, running diagnostic tools, and engaging with external support when necessary. Ultimately, I resolved the issue by implementing a solution that restored connectivity without further disruption, and documented the process for future reference.

When dealing with frustrated users, I always prioritize listening actively to their concerns. I empathize with their situation and reassure them that I’m here to help. Additionally, I communicate clearly about the steps I will take to resolve their issue, which helps to instill confidence and reduces their frustration.

In my previous role, I extensively used ticketing systems such as ServiceNow to log, track, and manage IT incidents. I became proficient in updating ticket statuses, documenting solutions, and escalating issues as needed, which greatly enhanced my team's efficiency and the quality of service provided.

To stay updated on the latest technology trends, I regularly read industry blogs, participate in webinars, and engage in online IT forums. Additionally, I enjoy networking with colleagues and attending tech-related workshops to share insights and learn from experts in the field.

Absolutely! When explaining technical concepts to non-technical users, I focus on using simple language and relatable analogies. For example, if I'm explaining how a network firewall protects their devices, I might compare it to a security guard who prevents unauthorized access to a building.

I document IT processes and procedures by creating clear, step-by-step guides that outline each action. I use visual aids, where possible, to enhance understanding. Additionally, I ensure that the documentation is stored in an easily accessible location for my colleagues and regularly update it to reflect any changes.

I am motivated in an IT support role by the opportunity to solve problems and help users overcome technology-related challenges. Seeing users return to productivity after resolving their issues is incredibly rewarding and drives me to continuously improve my skills and knowledge.

When troubleshooting a hardware issue, I would first identify the problem by speaking with the user to gather detailed information. Next, I would perform basic checks, such as ensuring the device is powered on and properly connected. If necessary, I’d utilize diagnostic tools to isolate the issue before providing a solution or escalating it to a specialist.

Customer service is critical in an IT position because it directly impacts user experience and satisfaction. Building a rapport with users and ensuring that their concerns are addressed effectively fosters trust and enhances overall productivity within the organization.