Join a worldclass team of skilled IT Operation Support Professionals who build the first line of attack for our associates for any of their IT related Support requests or issues and at the same time act as the first line of defense for tier 3 Technical Teams to give them cover for consequences resulted from new upgrades and technology push in the IT environment. We make a broad organizational impact by delivering cuttingedge technology solutions that power our Associates to achieve our common goal with great efficiency and success. Gartner IT values its culture of nonstop innovation an outcomedriven approach to success and the notion that great ideas can come from anyone on the team.
About the role :
Gartner is looking for a wellrounded and motivated Helpdesk Manager to join its HelpDesk (Tier 1 support team which is responsible for building Trust as Business Enabling Partner that Delivers World Class Customer Support Experience.
What you will do :
Manage shifts and ensure shifts have adequate coverage all the time to support operations providing timely and accurate customer support with treating all customers with courtesy and professionalism.
Recruit train and support help desk agents ensure they follow the best practices evaluate performance against the quality parameters
Improvement measure internally and with other BUs based on Customer and Peer Feedbacks with developing mechanism to provide productivity report also act as first point of escalation from business and internal teams
Ensure everyone on shift Log all phone calls and chats in our Ticketing tool updating with relevant information and escalating as necessary within SLAs and to Gartner standards with Timely follow ups.
Knowledge Base Provide firstline troubleshooting and resolutions upon initial contact using our internal knowledgebase & various tools and ensure we keep our First contact resolution high as possible with an up to date knowledge base.
Meet or exceed all Help Desk metrics and process requirements Ticket management protocols time tracking communication requirements etc with showcasing our cultural values all the time.
Liaise with IT colleagues Tier 2 and Tier 3 IT teams other Business units and peers whenever needed to ensure you do the right thing always
What you will need :
Strong IT professional with 2 years of experience in IT operation Support Management as Manager working in a 24X7 Environment in a rotational shift with a Nolimit mindset. The candidate should have strong qualitative and quantitative problemsolving skills along with high on ownership responsibility and accountability.
Must have :
2 years experience in a management role within IT support function with Excellent leadership and people management skills having a Customerservice oriented problemsolving attitude
Degree in Bachelor of Science / Technology ITIL Certified with Strong Knowledge of ITSM
Able to clearly and correctly express complex technical concepts in English both verbally and in writing to support a Global organization keeping all documentation of Policies and Processes up to date
Solid technical background with an ability to give instructions to a nontechnical audience and a Solid experience with Help Desk ticketing tools remote control tools and Contact Center and Chat Tools
Passionate about customer support with Good communication skills able to clearly and correctly express complex technical concepts in English both verbally and in writing to support a Global organization.
Capable of working 24 X 7 X 365 in a rotational shift environment with adjusting work schedule sometimes based on need
Who you are
Bachelors degree or foreign equivalent degree in Computer Science or a related field required
Excellent leadership and people management skills.
Excellent communication and prioritization skills.
Able to work independently or within a team proactively in a fastpaced demanding 24X7 environment.
Owns success Takes responsibility for the successful delivery of the solutions.
Strong desire to improve upon their skills in software development frameworks and technologies
Dont meet every single requirement We encourage you to apply anyway. You might just be the right candidate for this or other roles.
What youll get :
Competitive Compensation Packages
23 days annual holiday and additional days off for your birthday 24th & 31st of December.
Private Medical and Dental Care.
Life and Disability Insurance.
Public Transport Subsidy.
Ticket Restaurant Card.
Childcare Vouchers (Ticket Guarderia).
IncentiFit annual reimbursement for healthandwellnessrelated activities.
Pension Scheme.
Tuition Reimbursement.
Employee Stock Purchase Plan.
Employee Assistance Program.
Gartner Gives Charity Match.
Relocation Assistance a specialist to help you with all the appointments and paperwork.
PLEASE NOTE :
Applications must be submitted in English.
A valid EU visa / passport is required for this position.
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Who are we
At Gartner Inc. (NYSE : IT) we guide the leaders who shape the world.
Our mission relies on expert analysis and bold ideas to deliver actionable objective insight helping enterprise leaders and their teams succeed with their missioncritical priorities.
Since our founding in 1979 weve grown to more than 20000 associates globally who support 15000 client enterprises in 90 countries and territories. We do important interesting and substantive work that matters. Thats why we hire associates with the intellectual curiosity energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.
What makes Gartner a great place to work
Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast virtually untapped market potential ahead of us providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.
We hire remarkable people who collaborate and win as a team. Together our singular unifying goal is to deliver results for our clients.
Our teams are inclusive and composed of individuals from different geographies cultures religions ethnicities races genders sexual orientations abilities and generations.
We invest in great leaders who bring out the best in you and the company enabling us to multiply our impact and results. This is why year after year we are recognized worldwide as a great place to work.
What do we offer
Gartner offers worldclass benefits highly competitive compensation and disproportionate rewards for top performers.
In our hybrid work environment we provide the flexibility and support for you to thrive working virtually when its productive to do so and getting together with colleagues in a vibrant community that is purposeful engaging and inspiring.
Ready to grow your career with Gartner Join us.
The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race color creed religion sex sexual orientation gender identity marital status citizenship status age national origin ancestry disability veteran status or any other legally protected status and to seek to advance the principles of equal employment opportunity.
Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources ator by sending an email to .
Job Requisition ID : 90028
By submitting your information and application you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.
Required Experience :
Manager
Key Skills
user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support
Employment Type : Full-Time
Experience : years
Vacancy : 1
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