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Help Desk Specialist (Barcelona)

Description

This position must sit in our Barcelona Center of Excellence.

About Gartner IT: 

Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients.  We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner.  Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.  

About the role: 

Gartner is looking for a well-rounded and motivated Technical Support Specialist to join its HelpDesk (Tier 1) support team which is responsible for building Trust as an enabling Partner that Delivers World Class Customer Support Experience.

What you will do:

 

  • Act as the first point of contact for phone calls, chats, and Self-Service Tickets from internal associates regarding IT and facilities-related issues and queries.
  • Log all phone calls, and chats, in our Ticketing tool, updating with relevant information, and escalating as necessary within SLAs and to Gartner standards.
  • Maintain accurate up-to-date status on all tickets with proper follow-up data and documentation.
  • 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 knowledgebase & and various tools, and ensure we keep our First contact resolution as high as possible.
  • 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 a technical documentation knowledge base for desktop hardware and software applications and contribute to keeping the existing Knowledge base up to date.
  • Meet or exceed all Help Desk metrics and process requirements - Ticket management protocols, time tracking, communication requirements, etc.
  • Treat all customers with courtesy and professionalism.
  • Liaise with IT colleagues Tier 2 and Tier 2 IT teams, other Business units, and with your peers and Shift Managers whenever needed to ensure you do the right thing always. 

 

What you will need:

Strong IT professional with 1-3 years of experience in Customer Support and IT operation Support working in a 24X7 Environment in a rotational shift with a No-limit mindset. The candidate should have strong qualitative and quantitative problem-solving skills along with high on ownership, responsibility, and accountability.

Must have:

  • Good communication skills, able to clearly and correctly express complex technical concepts in English, both verbally and in writing to support a Global organization.
  • Working knowledge of Service Management Ticketing Tools like ServiceNow
  • Working Knowledge of Contact Center and Chat Support
  • Strong understanding of Windows Operating Systems, network concepts and troubleshooting, and VPN technologies. 
  • Capable of working 24 X 7 X 365 in a rotational shift environment
  • Amazing problem-solving skills
  • Ability to occasionally adjust work schedules to meet business needs.
  • Ability to maintain Accurate technical knowledgebase, documentation, policies, and processes to a high level. 

Nice to Have:

  • Experience with macOS and iOS to support Apple products.
  • ITIL Certified
  • HDI Certified
  • Microsoft Certified Professional 

Who you are:

  • Bachelor’s degree or foreign equivalent degree in Computer Science or a related field required
  • Excellent communication and prioritization skills.
  • Able to work independently or within a team proactively in a fast-paced 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. 

What you’ll 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 health-and-wellness-related activities.

  • Spanish lessons.

  • 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 deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.


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 affirmatively 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 Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to  ApplicantAccommodations@gartner.com .

Job Requisition ID:88109

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