Help Desk Specialist

Job Description:

Responsibilities

• 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 Helpdesk 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.
• Responsible for providing phone and chat-based technical support for all Gartner applications and systems by identifying the issue(s), determining, and executing appropriate resolution or escalation, and communicating that resolution or escalation to the associate.
• Collaborate with Next level teams on urgent issues, Warm Handoffs, and explore opportunities for process enhancements.
• Actively work on open lines of communication between you and Gartner Associates, peers in Technical Support, and others in IT. 

Qualification & Experience

• Degree in Bachelor of Science/ Technology.
• Good communication skills, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization
• Good understanding on Active directory and PowerShell
• Working Experience with macOS and iOS to support apple products.
• Working Knowledge of Microsoft Intune Admin Support
• Working Knowledge of Exchange Admin – Intra ID
• Working knowledge of Service Management Ticketing Tools like ServiceNow
• Working Knowledge of Contact Center and Chat Support
• Strong understanding of Windows Operating Systems
• Strong Understanding of Network concepts and troubleshooting
• Strong understanding of VPN Technologies
• Capable of working 24 X 7 X 365 in a rotational shift environment
• Amazing problem-solving skills
• Ability to occasionally adjust work schedule to meet business needs.
• Ability to maintain Accurate technical knowledgebase, documentation, policies, and processes to a high level.