Help Desk Specialist

About the role

Gartner is looking for a well-rounded and motivated Technical Support Specialist to join its HelpDesk (Tier 1) support team which is responsible for building Trust as an enabling Partner that Delivers World Class Customer Support Experience.

Responsibilities

• Act as the first point of contact for phone calls, chats, and Self-Service Tickets from internal associates regarding IT and facilities-related issues and queries.
• Log all phone calls, and chats, in our Ticketing tool, updating with relevant information, and escalating as necessary within SLAs and to Gartner standards.
• Maintain accurate up-to-date status on all tickets with proper follow-up data and documentation.
• Ensure that all associates have been properly communicated before closing a ticket request.
• Provide first-line troubleshooting and resolutions upon initial contact, using our internal knowledgebase & and various tools, and ensure we keep our First contact resolution as high as possible.
• Assist associates with installation, configuration, and ongoing usability of system hardware and Software.
• Assist with mobile device issues (Apple, Android, Windows Phone - any others)
• Perform basic hardware troubleshooting remotely.
• Develop and maintain a technical documentation knowledge base for desktop hardware and software applications and contribute to keeping the existing Knowledge base up to date.
• Meet or exceed all Help Desk metrics and process requirements - Ticket management protocols, time tracking, communication requirements, etc.
• Treat all customers with courtesy and professionalism.
• Liaise with IT colleagues Tier 2 and Tier 2 IT teams, other Business units, and with your peers and Shift Managers whenever needed to ensure you do the right thing always,

Requirements

• Good communication skills, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization.
• Working knowledge of Service Management Ticketing Tools like ServiceNow
• Working Knowledge of Contact Center and Chat Support
• Strong understanding of Windows Operating Systems, network concepts and troubleshooting, and VPN technologies.
• Capable of working 24 X 7 X 365 in a rotational shift environment
• Amazing problem-solving skills
• Ability to occasionally adjust work schedules to meet business needs.
• Ability to maintain Accurate technical knowledgebase, documentation, policies, and processes to a high level.
• Experience with macOS and iOS to support Apple products.
• ITIL Certified
• HDI Certified
• Microsoft Certified Professional
• Graduate/Postgraduate in Science and Technology.
• Excellent communication and prioritization skills.
• Able to work independently or within a team proactively in a fast-paced demanding 24X7 environment.
• Owns success - Takes responsibility for the successful delivery of the solutions.
• Strong desire to improve upon their skills in software development, frameworks, and technologies.
• Don't meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.
• #LI-SP7
• Who are we?
• At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.
• Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.
• What makes Gartner a great place to work?
• Our vast, virtually untapped market potential offers limitless opportunities - opport

Benefits

Additional Information

About Gartner IT: Join a world-class team of skilled IT Operation Support Professionals who build the first line of attack for our associates for any of their IT related Support requests or issues and at the same time act as the first line of defense for tier 3 Technical Teams to give them cover for consequences resulted from new upgrades and technology push in the IT environment. We make a broad organizational impact by delivering cutting-edge technology solutions that power our Associates to achieve our common goal with great efficiency and success. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.

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