Service Desk Technician

South East England
28 Jul 2017
15 Aug 2017
Contract Type
The firm

Dentons is always looking to invest in the highest-quality talent, recognising that our success is built on the diverse and unique strengths of each of the members of our Firm.

Dentons is the world's largest law firm, delivering quality and value to clients around the globe. Dentons is a leader on the Acritas Global Elite Brand Index, a BTI Client Service 30 Award winner and recognized by prominent business and legal publications for its innovations in client service, including founding Nextlaw Labs and the Nextlaw Global Referral Network. Dentons' polycentric approach and world-class talent challenge the status quo to advance client interests in the communities in which we live and work. .

The department

Our team of business services staff play a significant role in the success of Dentons, and we recruit staff into a wide variety of areas. Here, we look for focused, flexible individuals from a variety of backgrounds who are team players. Previous experience within the legal sector is not essential. We want to give everyone the opportunity to develop his or her potential fully and, therefore, provide support, training and encouragement to members of staff at all levels.

Purpose of role

To provide first and second line Service Desk support to internal users throughout UKMEA, assisting them with hardware issues and software problems via phone, email and deskside visits.


Provide first and second line technical support, answering user queries relating to hardware and software problems, via phone or email

Analyse user problems or enquiries and follow through to resolution within agreed service level agreements to provide excellent customer service and to ensure users are able to continue to work

Log all calls on the call logging system and, where appropriate, escalates any issue to third line support in a timely manner

Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, offering mitigations where applicable

Work as part of a team, with a positive 'can-do' attitude, sharing advice and workload to provide the best possible service to users

Participate in the Service Desk out of hours rota

Be aware of the technologies, ITIL & ISO processes and procedures in use within the department

Adhere to local and regional IT operational standards

Other duties as assigned to fully meet the requirements of the position

Required experience, skills and attributes

Technical skills

Proven experience in an IS/IT technical client-facing role, ideally in a professional services environment

Experience of using call logging software would be desirable

Experience of working with applications used by legal firms (time capture, document comparison, legal information systems) would be beneficial

Advanced knowledge of PC hardware set-up and configuration (including printers and wireless devices)

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and XP

Demonstrable experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

Experience with using and troubleshooting Outlook 2010 within a network environment (permissions, calendar sharing, delegation etc.)

Advanced knowledge of Internet Explorer

Good knowledge of document management systems

Demonstrable experience of working with Blackberry devices; experience working with telephony systems would be advantageous

MCP or MCSEMCDST certification would be desirable

A strong ability to document IT processes and procedures would be beneficial

A sound knowledge of ITIL best practice would be desirable

Personal Skills and Attributes

Excellent written and verbal communication skills

Able to interact positively at all levels within the firm and a good team player

Able to demonstrate excellent client/customer facing skills, with a good understanding of general business needs

Able to communicate in non-technical terms with the users to both understand their problem and to relay how the problem will be resolved

Excellent problem diagnosis and analytical skills; with an ability to resolve issues effectively

Able to exercise tact and diplomacy in an organisational setting

Able to make decisions and remain calm while under pressure - particularly when dealing with difficult situations

Methodical approach to work, with a strong focus on accuracy and quality

Understands the need for documentation and well-defined procedures

Able to work under pressure to tight deadlines or targets and can adapt to differing demands; prioritising tasks, where appropriate

Can demonstrate confidence and resilience to overcome obstacles to deliver what is required

Is able to work well with minimal supervision, demonstrating initiative and the ability to be proactive, while also being able to follow instructions and provide support to the Lead

Can carry out all responsibilities in a way which supports the practice's values and promotes its equal opportunities and diversity principles.

Able to be an ambassador for Dentons IT, being professional in outlook and attitude

Language Capabilities

We are a truly global law firm and as such, always welcome hearing from those with foreign language capabilities. In light of our recent combination, Mandarin language fluency would be particularly advantageous given that China is now core to our strategy.

Equal opportunities

Dentons is committed to providing equal opportunities for all. If, as a result of a disability, you believe that there are aspects of the recruitment process or job that you would find more difficult than a non-disabled person, please tell us as soon as possible. We will then be able to discuss with you any reasonable adjustments that could be made to the recruitment process or the job itself.