About 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 leaders in high-tech and telecom enterprises and professional services firms, to technology investors, we are the valuable partner to clients in more than 10,000 distinct enterprises worldwide. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, we work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, USA, and has 8,100 associates, including over 1,700 research analysts and consultants, and clients in more than 90 countries. We are looking for a talented Senior Technical support specialist to join our Global IT Group, COE for Gartner IT Support function. In this role, you will be providing second level support to Gartner for all Gartner associates (in local and regional Gartner offices or working remotely) as well as support for complex technical issues. Also, assists with projects and Gartner Events, as well as mentoring and providing an escalation point to Technical support specialists Position Accountabilities Escalated (level 2) technical support: Able to provide assistance on all tickets and complex technical issues requiring a high level of technical knowledge as well as a high knowledge of Gartner policies and procedures. Provides global coverage as needed. Has good working relationships with global inter-departmental colleagues & all Gartner associates. Client satisfaction. Ticket/call tracking: All tickets/request/calls are correctly assigned, communicated, and updated with relevant information and escalated as necessary and to Gartner standards. Next Contact Due is met 100% of the time. Events & Symposiums: Smooth successful events and good feedback from Events management. Subject Matter Expert (level 3 support): Knowledge Management / Documentation is kept up to date, Remote office visits: Good rapport with offices. Site visit documentation/forms are completed. Projects: Successful completion with positive feedback. Asset Management: ensure accurate tracking of all assets Provides mentoring and an escalation point for the Technical Support Specialists Requirements Experience with Desktop Support Understands networking concepts; servers; LANs/WANs. Experience using the help desk call logging system. Experience with standard Microsoft products and platforms. Good Understanding of networking concepts; servers; LANs/WANs. Experience using the help desk call logging system. Experience with standard Microsoft products and platforms. Good Experience using the help desk call logging system.Experience with standard Microsoft products and platforms. Good Experience with standard Microsoft products and platforms. Good problem-solving skills. Good communicator, able to deal with staff at all levels in the organization (verbal and written). Has had experience in a technical support role for at least 3-5yrs · Qualifications A+ Key interactions - All associates at all levels within Gartner globally All technology groups globally Helpdesk outsourcing partners Clients Contractors and Vendors
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