Remote Service Desk Technician

About the role

Dentons Europe Services in Prague offers a Remote Service Desk Technician position. The technician provides first-line technical support to users across European offices from the Prague-based Remote Service Desk, delivering remote troubleshooting, incident management and service request handling within agreed SLAs, in close cooperation with Onsite Support and L2 Service Management teams.

Key responsibilities

• Provide first-line technical support, answering user queries on hardware and software problems.
• Log all IT incidents and service requests into the ticketing system.
• Resolve incidents and requests within agreed SLAs using remote diagnostic tools.
• Escalate complex issues to L2 Service Management with appropriate documentation and context.
• Hand over issues requiring physical intervention to Onsite Support teams.
• Cooperate with Onsite Support and L2 Service Management to ensure a seamless user experience.
• Deliver excellent customer service so users can keep working with minimal disruption.
• Follow processes, policies and best practices in all interactions.
• Document IT processes and procedures as required, and support workflow improvement and automation initiatives where appropriate.

Required profile

• First-line support for remote technical support of hardware, software and Microsoft 365 services.
• Incident and request management: logging, tracking and resolution within SLA targets.
• Timely escalation to L2 Service Management and handover to Onsite Support for physical interventions.
• Cross-team cooperation with Onsite Support and L2 Service Management.
• Adherence to IT processes, policies and best practices.

What we offer

• 25 days of vacation per year.
• 3 sick days per year.
• Meal lump-sum.
• MultiSport card and Multipass card.
• Home office allowance.