Technical Support Analyst - IT Help Desk

As a Technical Support Specialist at Gartner IT, your role will involve being the first point of contact for internal associates regarding IT and Facilities related issues. Your responsibilities will include:

• Logging all phone calls, chats, and Self-Service Tickets in the Ticketing tool, updating with relevant information, and escalating as necessary within SLAs and to Gartner standards.
• Maintaining accurate up-to-date status on all tickets with proper follow-up data and documentation.
• Assisting associates with installation, configuration, and ongoing usability of system hardware and software.
• Performing basic hardware troubleshooting remotely.
• Developing and maintaining a technical documentation knowledge base for desktop hardware and software applications.
• Liaising with IT colleagues and other teams to ensure timely resolutions.
• Providing phone and chat-based technical support for all Gartner applications and systems.
• Collaborating with Next level teams on urgent issues and process enhancements.
• Actively working on open lines of communication between you and Gartner Associates and others in IT.
• Assisting Tier 3 with supporting and maintaining IT infrastructure and mobile technology.

Qualifications required for this role include:

• 1-4 years of experience in Customer Support and IT operation Support in a 24X7 Environment with a No-limit mindset.
• Knowledge of ITIL Framework (ITIL Certified Preferred).
• Bachelor of Science/Technology degree.
• Good communication skills in English.
• Working experience with macOS, iOS, Microsoft Intune Admin Support, Service Management Ticketing Tools like ServiceNow, Contact Center, and Chat Support.
• Strong understanding of Windows Operating Systems, Network concepts, SQL, Oracle, Data Analytics tools, and Microsoft certifications.
• Graduate/Postgraduate in Science and Technology.
• Strong desire for continuous improvement in software development, frameworks, and technologies.

At Gartner, we value equal employment opportunities and offer a hybrid work environment with flexible support for your professional growth and development. Join us and be part of a team that is committed to providing actionable insights and delivering exceptional business and technology solutions. As a Technical Support Specialist at Gartner IT, your role will involve being the first point of contact for internal associates regarding IT and Facilities related issues. Your responsibilities will include:

• Logging all phone calls, chats, and Self-Service Tickets in the Ticketing tool, updating with relevant information, and escalating as necessary within SLAs and to Gartner standards.
• Maintaining accurate up-to-date status on all tickets with proper follow-up data and documentation.
• Assisting associates with installation, configuration, and ongoing usability of system hardware and software.
• Performing basic hardware troubleshooting remotely.
• Developing and maintaining a technical documentation knowledge base for desktop hardware and software applications.
• Liaising with IT colleagues and other teams to ensure timely resolutions.
• Providing phone and chat-based technical support for all Gartner applications and systems.
• Collaborating with Next level teams on urgent issues and process enhancements.
• Actively working on open lines of communication between you and Gartner Associates and others in IT.
• Assisting Tier 3 with supporting and maintaining IT infrastructure and mobile technology.

Qualifications required for this role include:

• 1-4 years of experience in Customer Support and IT operation Support in a 24X7 Environment with a No-limit mindset.
• Knowledge of ITIL Framework (ITIL Certified Preferred).
• Bachelor of Science/Technology degree.
• Good communication skills in English.
• Working experience with macOS, iOS, Microsoft Intune Admin Support, Service Management Ticketing Tools like ServiceNow, Contact Center, and Chat Support.
• Strong understanding of Windows Operating Systems, Network concepts, SQL, Oracle, Data Analytics tools, and Microsoft certifications.
• Graduate/Postgraduate in Science and Technology.
• Strong desire for continuous improvement in software development, frameworks, and technologies.

At Gartner, we value equal employment opportunities and offer a hybrid work environment with flexible support for your professional growth and development. Join us and be part of a team that is committed to providing actionable insights and delivering exceptional business and technology solutions.