IT Service Desk Specialist L1

Summary

Join Nagarro, a global digital product engineering company, 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, and tracking them according to ITIL standards. You will also contribute to process improvement, knowledge management, and training. This role requires IT support experience, strong customer orientation, excellent communication skills, proficiency in mentioned technologies, and fluency in German and English.

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 (SAP, Application Management Services, M365 APPs, Citrix, VPN, client software, catalog orders, password management, mapping network drives, remote assistance & connection, requesting tokens, various applications, software assignments, as well as support for Windows and Mac systems)
• Ability to work independently and under pressure
• Team player with a commitment to continuous improvement
• Fluency 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 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