Gartner - Helpdesk Specialist - Troubleshooting (1-4 yrs) (Gartner)

What you'll do :

- Act as a first point of contact for phone calls, chat and emails from internal associates regarding IT & REWP issues and queries

- Log all phone calls, chats and email 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 knowledgebase 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 Assess 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 business need (standard is 40-hour /week, ex break time with occasional overtime requirements)

Impact of Role : Expected Results :

- Provides good assistance to all Gartner associates, within defined SLA- s

- Internal client satisfaction feedback is consistently good - high

- All tickets/request/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 manor

- Accurate technical knowledgebase, documentation, policies, and processes are maintained to a high level

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