About this role:
Responsible for providing phone and chat-based technical support for all Gartner applications and systems by identifying issue(s), determining, and executing appropriate resolution or escalation, and communicating that resolution or escalation to the associate.
What you will do:
Act as the first point of contact for phone calls, chats, and emails from internal associates regarding IT & REWP issues and queries
Log all phone calls, chats, and emails in our call logging tool, updating with relevant information and escalate as necessary within SLA’s and to Gartner standard
Maintain accurate up-to-date status on all tickets
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 knowledge base & various tools
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 technical documentation knowledge base for desktop hardware and software applications.
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 within Identity and Assets Management, Technical Support Specialists, Security, and other business units as required
What you’’ll need:
Degree in Bachelor of Science/ Technology.
Good communicator, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization.
Experience using help desk call logging system.
Experience with standard Microsoft products and platforms.
Understands basic networking concepts and troubleshooting.
ITIL certification preferred.
Good problem-solving skills.
Capable of working in 24 X 7 X 365 in a rotational shift environment
Ability to occasionally adjust work schedule to meet the business needs (standard is 40-hour /week, ex break time with occasional overtime requirements)
Provides good assistance to all Gartner associates, within defined SLA’s
Internal client satisfaction feedback is consistently good – high
All tickets/requests/calls/chats are correctly logged, assigned, communicated, and updated with relevant information and escalated as necessary within SLA’s and to Gartner standards
All Outages are logged, dealt with, escalated and communicated appropriately and in a timely manner
Accurate technical knowledgebase, documentation, policies, and processes are maintained to a high level
Who are we?
Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s most critical priorities. We’ve grown exponentially since our founding in 1979 and we’re proud to have nearly 16,000 associates globally that support our 14,000+ clients 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 variety 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.
The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to [email protected] .
Job Requisition ID:67884
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