Help Desk Specialist (Azure AD, Office 365, VPN & Mac)

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 Business 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 & 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 & various tools, and ensure we keep our First contact resolution 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 Helpdesk 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.
• Responsible for providing phone and chat-based technical support for all Gartner applications and systems by identifying the issue(s), determining, and executing appropriate resolution or escalation, and communicating that resolution or escalation to the associate.
• Collaborate with Next level teams on urgent issues, Warm Handoffs, and explore opportunities for process enhancements.
• Actively work on open lines of communication between you and Gartner Associates, peers in Technical Support, and others in IT.
• Assist Tier 3 with supporting and maintaining IT infrastructure and mobile technology. Work closely with Tier 3 on maintenance of current systems and introduction of new technology.
• Bridge the gap and do the handholding for Junior Techs wherever needed in line with our goal of maximizing FCR
• Improve first call resolution with enhanced customer support experience with minimizing DSATs (target -no DSATs)
• Knowledge of AI & Gen AI functionality embedded in IT support Operations for innovation.

Requirements

• Must have-
• Degree in Bachelor of Science/ Technology.
• Good communication skills, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization
• Good understanding on Active directory and PowerShell
• Working Experience with macOS and iOS to support apple products.
• Working Knowledge of Microsoft Intune Admin Support
• Working Knowledge of Exchange Admin - Intra ID
• Working knowledge of Service Management Ticketing Tools like ServiceNow
• Working Knowledge of Contact Center and Chat Support
• Strong understanding of Windows Operating Systems
• Strong Understanding of Network concepts and troubleshooting
• Strong understanding of VPN Technologies
• Capable of working 24 X 7 X 365 in a rotational shift environment
• Amazing problem-solving skills
• Ability to occasionally adjust work schedule to meet business needs.
• Ability to maintain Accurate technical knowledgebase, documentation, policies, and processes to a high level.
• Good to have-
• HDI Certified
• Microsoft Certified Professional
• Working understanding of SQ

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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