Help Desk Specialist - Gurgaon - Gartner - 1
- Gartner
- 1 - 3 years
- Noida, Gurugram
- 5 years ago
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Job Description
Job description
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)
Who you are:
- 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
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Software - Application Programming, Maintenance,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time
Education
Under Graduation: B.Sc in ChemistryPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: Gartner India ResearchLocation(s): Noida, Gurugram
Keyskills: Career development Networking Helpdesk Troubleshooting microsoft Information technology Technical support Recruitment Technical documentation Android
Gartner
Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leade...
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