IT Service Desk Specialist L1

Summary

Join Nagarro, a rapidly growing 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, tracking tickets according to ITIL standards, and contributing to process improvement and knowledge management. This role requires experience in IT support, 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
• 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 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