IT Service Desk Specialist (m/f/d)

TN Germany; Deutschland; Remote; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

A leading company seeks a dedicated IT Support Specialist to serve as the first point of contact for customer requests. You will manage ticket resolution, engage in process improvement, and ensure excellent communication with clients. With a focus on teamwork and innovation, this role offers a dynamic work environment and opportunities for professional growth. Benefits include 30 days of paid vacation, training opportunities, and attractive company arrangements.

Leistungen

30 days of paid vacation

Internal and external training opportunities

Employee Share Program

Company car arrangements

Company-funded accident insurance

Modern office space

Access to corporate benefits portal

Free fruit and drinks

Qualifikationen

• Experience in IT support, ideally at a Service Desk or in Application Management.
• Fluent in German and English, both spoken and written.

Aufgaben

• First point of contact for internal and external customers via phone, chat, email.
• Handle and resolve tickets within the scope of First and 1.5 Level Support.
• Contribute to process improvement and knowledge management.

Kenntnisse

Customer Orientation

Communication

Problem Solving

Tools

SAP

M365

Citrix

VPN

Windows

Mac

Jobbeschreibung

Social network you want to login/join with:

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Client:

Nagarro

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b00db976c5c6

Job Views:

1

Posted:

13.05.2025

Expiry Date:

27.06.2025

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Job Description:

Job Description

• Classification and Prioritization of Incoming Requests: You will be the first point of contact for our internal and external customers via phone, chat, email, and our service portal.
• You are responsible for classifying and prioritizing requests based on their urgency and importance.
• Preliminary Qualification of Reports: You will receive reports, whether by phone or through our monitoring system, and perform an initial qualification to understand the issue at hand and initiate an efficient resolution.
• Resolution of Tickets: You will handle and resolve tickets within the scope of First and 1.5 Level Support.
• Your expertise includes but is not limited to: 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.
• Ticket Preparation and Routing: You will prepare tickets for processing and route them to specialized teams as necessary to ensure a quick and efficient resolution.
• Ticket Tracking: You will take ownership of tracking tickets in accordance with ITIL standards, ensuring timely resolution and communication with stakeholders.
• Process & Knowledge Management: You will actively contribute to process improvement and knowledge management, train new team members, act as a technical point of contact (SPOC), and work closely with project management on customer escalations.

Qualifications

• 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, to effectively communicate with our diverse client base and within our international team.

Additional Information

• 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.
• Plenty of room for innovation in a high-growth environment with the latest technologies and products. With us, you can get involved and make a difference.
• Flat hierarchies and a long-term, stable job with attractive development opportunities.