IT Service Desk Specialist

Summary

Join Nagarro's global SAP business unit as a First and 1.5 Level Support specialist. You will be the first point of contact for internal and external customers, classifying and prioritizing incoming requests via various channels. Responsibilities include preliminary qualification of reports, resolving tickets related to various technologies (SAP, M365, Citrix, etc.), preparing and routing tickets, tracking tickets according to ITIL standards, and contributing to process and knowledge management. The ideal candidate possesses experience in IT support, strong customer orientation, excellent communication skills, and fluency in German and English. Nagarro offers a comprehensive benefits package.

Requirements

• Experience in IT support, ideally at a Service Desk or in Application Management
• Strong customer orientation and excellent communication skills
• Ability to explain complex matters in an understandable way
• Experience with the mentioned technologies and applications
• Ability to work independently and under pressure
• Team player with a commitment to continuous improvement
• Fluent in German and English, both spoken and written

Responsibilities

• Classify and prioritize incoming requests based on their urgency and importance
• Perform an initial qualification of reports to understand the issue and initiate an efficient resolution
• Handle and resolve tickets within the scope of First and 1.5 Level Support
• Prepare tickets for processing and route them to specialized teams as necessary
• Track tickets in accordance with ITIL standards, ensuring timely resolution and communication with stakeholders
• Contribute to process improvement and knowledge management
• Train new team members
• Act as a technical point of contact (SPOC)
• Work closely with project management on customer escalations

Benefits

• 30 days of paid vacation
• Internal and external training opportunities
• MyN – Nagarro Employee Share Program
• Attractive company car and company bicycle arrangements
• Company-funded accident insurance policy
• Modern office space at central locations with high-tech equipment
• Sports programs
• Access to the corporate benefits portal
• Free fruit and drinks