Sr Help Desk Specialist

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. 

About the role:

Gartner is looking for a well-rounded and motivated Senior 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.

What you will do:

• 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.

What you will need:

• Strong IT professional with 3-4 years of experience in Customer Support and IT operation Support working in a 24X7 Environment in a rotational shift with a No-limit mindset. The candidate should have strong qualitative and quantitative problem-solving skills along with high on ownership, responsibility, and accountability. Knowledge of ITIL Framework (ITIL Certified – Preferred)

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 SQL & Oracle

• Data Analytics tools – Power BI

Who you are:

• 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-PM2

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.

Since our founding in 1979, we've grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That's why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

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