Help Desk Specialist

About the role

Gartner IT is seeking a motivated Help Desk Specialist to join its Tier 1 support team. You will be the first point of contact for internal associates, delivering fast, courteous assistance for IT and facilities‑related issues while supporting the broader technology environment.

Key responsibilities

• Receive and log phone calls, chats, and self‑service tickets in the ticketing tool, ensuring accurate information and timely escalation.
• Provide first‑line troubleshooting using internal knowledge bases and tools, aiming for high first‑contact resolution.
• Assist with installation, configuration, and ongoing use of hardware, software, and mobile devices (Apple, Android, Windows Phone).
• Perform basic remote hardware troubleshooting and maintain up‑to‑date ticket status.
• Develop and update technical documentation for desktop hardware and software applications.
• Meet or exceed Help Desk metrics, including ticket management, time tracking, and communication standards.

Required profile

• 1‑3 years of experience in customer support and IT operations within a 24 × 7 environment.
• Strong problem‑solving abilities with high ownership and accountability.
• Excellent written and verbal communication skills in English.
• Ability to work rotational shifts and collaborate with Tier 2 teams and other business units.

Required skills

• Apple iOS devices
• Android devices
• Windows Phone devices
• Hardware troubleshooting
• Ticketing system usage

What we offer

• Opportunity to work with cutting‑edge technology solutions.
• Collaborative, innovative culture focused on continuous improvement.
• Professional development and growth within a global organization.