Address
Form of workThe Technical Support Specialist provides second level support to identify and solve technical issues escalated by the Help Desk to meet Gartner standards and SLA's for all Gartner Associates (in local and regional Gartner offices or working remotely). The Technical Support Specialist will also provide technical expertise on projects, site visits and Gartner Events support.
Major Responsibilities/ Accountabilities:
• Escalated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.
• Remote office visits (when required): Evaluates and provides onsite support in remote office locations including resolving technical issues and building rapport with associates.
• Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.
• Events & Symposiums: To ensure Gartner delivers world class events to our clients, liaise with ITIO Event Manager and Events staff to provide technology services and support to associates and clients including making on the spot decisions requiring discretion and judgment which impact Gartner's client satisfaction.
• Projects: Work on additional project work when required.
• Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvement.
• Participate in development, implementation, and improvement of support policies, process and best practices
• Participate in proactively supporting associates e.g. Support Lounge, training, tech orientations etc.
• Instills and drives customer satisfaction including continuous improvements
Impact of Role: Expected Results
• Successful delivery of IT services within defined SLA's to associates in support of the operation of Gartner's business.
• Service levels are adhered to and department goals are followed.
• Accurate technical documentation, policies, and processes are updated
Relationships: Internal/External
Internal: All internal associates within Gartner globally, working very closely with all technology groups & REWP
External: Contractors, Vendors, Clients - onsite client meetings and at Events and Executive Briefings
Education:
• Bachelor's Degree or equivalent professional qualification
Professional Experience:
• 2+ years client service experience.
• 2-4 years experience in an entry level technical support role.
Technical/ Professional Skills & Competencies:
• Understands networking concepts; servers; LANs/WANs.
• Experience using Help Desk call logging system.
• Experience with standard Microsoft products and platforms.
• Good problem solving skills.
• Good communicator, able to deal independently with staff throughout the organization (verbal and written).
• Excellent customer service skills
Major Responsibilities/ Accountabilities:
• Escalated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.
• Remote office visits (when required): Evaluates and provides onsite support in remote office locations including resolving technical issues and building rapport with associates.
• Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.
• Events & Symposiums: To ensure Gartner delivers world class events to our clients, liaise with ITIO Event Manager and Events staff to provide technology services and support to associates and clients including making on the spot decisions requiring discretion and judgment which impact Gartner's client satisfaction.
• Projects: Work on additional project work when required.
• Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvement.
• Participate in development, implementation, and improvement of support policies, process and best practices
• Participate in proactively supporting associates e.g. Support Lounge, training, tech orientations etc.
• Instills and drives customer satisfaction including continuous improvements
Impact of Role: Expected Results
• Successful delivery of IT services within defined SLA's to associates in support of the operation of Gartner's business.
• Service levels are adhered to and department goals are followed.
• Accurate technical documentation, policies, and processes are updated
Relationships: Internal/External
Internal: All internal associates within Gartner globally, working very closely with all technology groups & REWP
External: Contractors, Vendors, Clients - onsite client meetings and at Events and Executive Briefings
Education:
• Bachelor's Degree or equivalent professional qualification
Professional Experience:
• 2+ years client service experience.
• 2-4 years experience in an entry level technical support role.
Technical/ Professional Skills & Competencies:
• Understands networking concepts; servers; LANs/WANs.
• Experience using Help Desk call logging system.
• Experience with standard Microsoft products and platforms.
• Good problem solving skills.
• Good communicator, able to deal independently with staff throughout the organization (verbal and written).
• Excellent customer service skills
