IT Service Desk Specialist L1 (German-Speaking)

As an IT Service Desk Specialist L1 at Nagarro, you serve as the frontline support for internal and external customers. Your role focuses on classifying and prioritizing incoming requests, handling ticket resolutions for various applications including SAP and M365, and ensuring seamless communication throughout the ticket process, all while adhering to ITIL standards.

To qualify for the IT Service Desk Specialist L1 position at Nagarro, candidates should have experience in IT support, particularly in service desk environments, along with a strong customer orientation. Fluency in both German and English is essential, alongside familiarity with technologies like SAP, Citrix, and VPN.

Preparing for an interview as an IT Service Desk Specialist L1 at Nagarro involves studying the common technologies mentioned in the job description, practicing how to explain complex issues understandably, and demonstrating your customer service skills. Additionally, being aware of ITIL standards could give you an edge.

Nagarro promotes a dynamic and non-hierarchical work culture, especially for IT Service Desk Specialist L1 roles. Collaboration, continuous improvement, and open communication are at the heart of our workplace, making it an inspiring environment for personal and professional growth.

Yes! The IT Service Desk Specialist L1 position at Nagarro is fully remote, allowing you to work comfortably from your home in Romania while being part of a global team of more than 18,500 experts.

As a new IT Service Desk Specialist L1 at Nagarro, you'll receive thorough training and support from experienced team members. You'll also take part in knowledge management processes to further enhance your skills and contribute to ongoing improvements.

Absolutely! Fluency in German and English is crucial for the IT Service Desk Specialist L1 role at Nagarro, as you'll need to effectively communicate with our diverse client base as well as internally with your international team members.

In prioritizing incoming support requests, I assess the urgency and impact of each issue. For instance, critical issues affecting multiple users take precedence over individual requests. I follow the prioritization protocols established by my organization to ensure that urgent matters are resolved promptly.

Once, I encountered a ticket involving a software issue that impacted a significant number of users. I conducted a thorough investigation, consulted relevant documentation, and collaborated with the software vendor. This teamwork led to a timely resolution, preventing a potential escalation and maintaining user satisfaction.

I have hands-on experience with a variety of systems including SAP, Office 365, Citrix, and VPN technologies. My familiarity with these platforms enables me to swiftly address technical issues and guide users effectively.

I approach difficult customers with empathy and active listening. Recognizing their frustration, I communicate clearly about the steps I will take to resolve their issues. Patience and calmness play a key role in de-escalating tensions and ensuring a positive customer experience.

ITIL principles focus on aligning IT services with the needs of the business. It provides a framework for service management best practices, which emphasize the importance of delivering value to customers, ensuring continuous improvement, and enhancing service quality.

I prioritize clear and concise communication by utilizing collaboration tools to keep all team members informed of ticket statuses and updates. Regular check-ins also allow me to share knowledge and seek assistance when necessary.

Knowledge management is essential in a service desk environment. I advocate documenting resolutions for common issues and creating a knowledge base accessible to all team members. Regular training sessions help refresh knowledge and introduce new procedures.

I devote time to continuous learning by following industry blogs, participating in webinars, and taking relevant online courses. Networking with professionals in the field also helps me discover emerging technologies and trends applicable to my role.

I am drawn to Nagarro because of its emphasis on innovation and a dynamic work culture. The commitment to continuous improvement and being part of a global team are values that resonate with me, and I believe I can contribute meaningfully to the organization.

When managing multiple tickets, I adopt a systematic approach to handle them efficiently. I classify them by urgency, set expectations for response times, and utilize task management tools to keep track of progress, ensuring timely communication with all stakeholders.