Service Desk Specialist (Dentons Europe Services)

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 Specialist provides technically advanced remote support for users across European offices from the Prague-based Remote Service Desk. The role goes beyond standard first-line troubleshooting by owning complex incidents, performing deeper technical investigation, supporting escalations with strong diagnostic evidence, and contributing to service improvement across Microsoft 365, endpoint, access, application, and workplace technology services. Scope of the Role Advanced Remote Support: Technically advanced troubleshooting for endpoint, Microsoft 365, identity, access, application, connectivity, and workplace technology issues. Complex Incident Ownership: Ownership of higher-complexity incidents from initial investigation through resolution, escalation, or effective handover. Technical Escalation Support: Preparation of high-quality escalations to L2 Service Management, infrastructure, application, security, or Onsite Support teams with clear diagnostics and business impact. Service Improvement: Identification of recurring issues, root-cause patterns, automation opportunities, and knowledge gaps to improve reliability and reduce repeat incidents. Technical Standards and Governance: Consistent application of IT processes, security requirements, documentation standards, and operational best practices. Responsibilities Provide advanced remote technical support for endpoint, Microsoft 365, identity, access, connectivity, application, and workplace technology issues. Investigate complex incidents using structured troubleshooting, remote diagnostic tools, logs, known-error information, and available knowledge resources. Resolve technically complex incidents where possible, reducing unnecessary escalation and improving first-contact or first-team resolution. Prepare technically complete escalations with clear symptoms, impact, troubleshooting performed, evidence gathered, and recommended next steps. Act as a senior technical reference point for standard Service Desk Technicians, supporting knowledge sharing, coaching, and consistent troubleshooting quality. Identify recurring technical issues, service degradation patterns, and avoidable escalations, then recommend improvements to processes, knowledge articles, or automation. Support major or high-impact incidents by gathering diagnostic information, validating user impact, coordinating updates, and maintaining accurate ticket records. Partner with Onsite Support, L2 Service Management, infrastructure, application, and security teams to drive effective resolution of cross-functional issues. Create and maintain technical documentation, troubleshooting guides, and knowledge base articles for repeatable issue resolution. Maintain high standards of user communication, ownership, security awareness, and process compliance while handling technically advanced support work. Success Measures Technical Resolution Capability: Higher-complexity incidents are resolved at the Remote Service Desk where appropriate, reducing avoidable escalation to L2 or Onsite Support. Quality of Technical Investigation: Tickets show clear diagnostics, evidence gathered, troubleshooting performed, user impact, and logical next steps. Escalation Effectiveness: Escalations are technically complete, correctly routed, and enable receiving teams to act without unnecessary rework or clarification. Knowledge and Process Improvement: Recurring issues and knowledge gaps are converted into practical documentation, process updates, or automation opportunities. Senior Technical Contribution: Service Desk Technicians benefit