IT Service Desk Specialist L1 (German-Speaking)

As an IT Service Desk Specialist L1 at Nagarro, you will be the primary point of contact for resolving technical issues reported by our internal and external clients. Your key responsibilities include classifying and prioritizing incoming service requests, providing preliminary qualifications for reported issues, resolving tickets within the scope of first-level support, and efficiently routing requests to specialized teams for in-depth analysis when necessary.

To become an IT Service Desk Specialist L1 at Nagarro, you should have prior experience in IT support, ideally within a Service Desk or Application Management capacity. Exceptional customer service skills, along with the ability to explain complex technical issues in simple terms, are crucial. Additionally, fluency in German and English is necessary to effectively communicate with our clients and team members across various regions.

Yes, the IT Service Desk Specialist L1 position at Nagarro is fully remote, allowing you to work from anywhere in Romania. This flexibility lets you balance your professional and personal life while being part of a dynamic global team.

In your role as an IT Service Desk Specialist L1 at Nagarro, you'll be working with various technologies including SAP, M365 applications, Citrix, and VPNs, as well as client software management, password management, and both Windows and Mac systems. Familiarity with these technologies will enhance your performance in providing effective user support.

At Nagarro, continuous improvement is a core value. As an IT Service Desk Specialist L1, you're encouraged to contribute to process enhancement and knowledge sharing within the team. This fosters an environment where feedback is welcomed and initiatives are driven collectively, ensuring personal and professional growth.

Nagarro boasts a dynamic and non-hierarchical work culture that fosters innovation and collaboration. As an IT Service Desk Specialist L1, you will find yourself in a supportive environment that encourages creative thinking, open discussions, and collective problem-solving with your colleagues from around the globe.

To thrive as an IT Service Desk Specialist L1 at Nagarro, you'll need strong customer orientation and excellent communication skills. Your ability to remain calm under pressure, work independently, and tackle challenges within set timeframes is also vital. Emphasizing teamwork and continuous learning will further elevate your performance in this role.

In prioritizing service requests, I assess the urgency and impact of each ticket. Typically, I categorize high-impact issues—such as system outages—as critical and address them first. By examining the information provided by the user and any SLA agreements, I can ensure that we resolve the most pressing issues promptly while keeping clients informed.

One challenging issue involved a user's persistent VPN connectivity problem which hindered their ability to work remotely. After gathering detailed information and troubleshooting, I identified a firewall issue specific to their network configuration. By working closely with the networking team, we resolved the issue. This taught me the importance of persistence, clear communication, and interdisciplinary collaboration.

ITIL provides a framework that enhances service delivery by ensuring consistent processes, effective communication, and clear roles within IT. For someone in the IT Service Desk role, understanding these principles allows for better management of incidents and changes, ultimately leading to improved customer satisfaction and operational efficiency.

To ensure excellent customer service, I actively listen to the client's concerns, validate their feelings, and provide clear and concise instructions. Additionally, I follow up with customers after resolving their issues to confirm they are satisfied. Using positive language and a patient demeanor is crucial in maintaining rapport with clients.

I stay updated on new technologies by subscribing to industry publications, participating in webinars, and engaging with professional IT communities online. Additionally, I actively seek learning opportunities, including training courses and certifications, to enhance my skill set continually.

When dealing with a difficult customer, I first acknowledge their frustration and listen actively to their concerns. I remain calm and professional, and I work towards finding a resolution while keeping the conversation constructive. If needed, I may escalate the issue, ensuring the customer feels heard and valued throughout the process.

My experience with ticketing systems includes logging, tracking, and managing issues through platforms such as JIRA and ServiceNow. I ensure thorough documentation for each ticket, updating notes as the issue progresses and actively communicating with the support team to expedite resolutions.

Teamwork is essential in the Service Desk environment as it fosters collaboration and knowledge sharing among team members. By working closely with colleagues, we can collectively address complex issues, ensure a smooth workflow, and support each other in managing high volumes of service requests. Effective teamwork ultimately translates to a better experience for end-users.

To explain a technical concept to a non-technical user, I break down the information into simple terms, using analogies whenever possible. I focus on the essential aspects they need to know, avoiding technical jargon, and ensure that I actively check for understanding by asking if they have any questions or need clarification.

When escalating a ticket, I ensure that I have all necessary information documented to inform the next support level adequately. I communicate the reason for the escalation and what initial troubleshooting steps have been taken. This minimizes delays and ensures a smooth transition for the customer and the specialists taking over the issue.