Gartner Careers

Job description

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 an 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 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.