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 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 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.
What you will need   Strong IT professional with 1-3 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.
Must have 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, 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.
#LI-SP7 Who are we? At Gartner, Inc.
(NYSE.
IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities.
We’ve grown exponentially since our founding in and we're proud to have over associates globally that support over client enterprises in more than 100 countries.
What makes Gartner a great place to work? Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.
We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization.
That’s why we're recognized worldwide as a great place to work year after year.
We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index.
Looking for a place to turn your big ideas into reality? Join #LifeAtGartner What we offer.
Our people are our most valuable asset, so we invest in them from Day 1.
When you join our team, you’ll have access to a vast array of benefits to help you live your life well.
These resources are designed to support your physical, financial and emotional well-being.
We encourage continued personal and professional growth through ongoing learning and development opportunities.
Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.
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