IT Service Desk Specialist (m/f/d)

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 36 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Nagarro's global SAP business unit is a leading IT full-service provider for critical business applications and complex ERP landscapes in digital transformation. With more than 1.000 employees, we are one of the most efficient and innovative SAP partners for medium-sized companies and enterprises with an international focus. 

We advise our customers on IT strategy and processes, implement and operate systems including the associated support and maintenance. In addition to many years of SAP experience in cross-industry core processes, we have distinctive and specific know-how in retail, the process industry, manufacturing, professional services and the public sector. We take an open-ended approach and support our customers in on-prem, cloud or hybrid scenarios. In addition, we offer products developed in-house to increase efficiency.

• 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. 

• 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.

• 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.