Sr Help Desk Specialist- L2

As a Remote Desktop Support Engineer at Gartner IT, you will play a crucial role in delivering world-class customer support experience through advanced incident resolution, L1 enablement, knowledge and documentation management, and operational excellence. Key Responsibilities: - Resolve complex and escalated Service Desk incidents using remote support tools - Act as an advanced resolver for L1 escalations across end-user technologies - Support Major Incidents as a technical resolver within assigned scope - Provide real-time guidance and coaching to L1 Service Desk Specialists - Create, update, and improve knowledge articles and SOPs - Adhere to all ITSM processes including incident, request, and major incident flows - Consistently meet or exceed SLAs, KPIs, and service quality metrics - Collaborate with Tier 2 (App Dev)/ Tier 3 (Infra) teams for seamless escalations Qualifications Required: - 46 years of experience in IT Service Desk / Help Desk / Remote Support roles - Proven experience handling escalated incidents in a 24x7 support environment - Strong troubleshooting and diagnostic skills across end-user technologies - Experience with Service Desk ticketing systems, remote support tools, and contact center tools - Solid understanding of ITIL / IT Service Management fundamentals - Excellent verbal and written communication skills in English Gartner, Inc. is a global company that guides leaders in shaping the world by providing expert analysis and bold ideas to deliver actionable, objective business and technology insights. With a workforce of over 20,000 associates supporting clients in 90 countries, Gartner offers limitless opportunities for professional growth and personal development. At Gartner, you'll be part of a diverse and inclusive team that values collaboration and results-driven approaches. If you have a passion for AI and want to be part of a team that's leading the AI revolution, Gartner is the place for you. With world-class benefits, competitive compensation, and a supportive hybrid work environment, Gartner provides the platform for you to thrive and grow in your career. Join us at Gartner and be a part of a team that is reshaping the business and technology landscapes through AI innovation. As a Remote Desktop Support Engineer at Gartner IT, you will play a crucial role in delivering world-class customer support experience through advanced incident resolution, L1 enablement, knowledge and documentation management, and operational excellence. Key Responsibilities: - Resolve complex and escalated Service Desk incidents using remote support tools - Act as an advanced resolver for L1 escalations across end-user technologies - Support Major Incidents as a technical resolver within assigned scope - Provide real-time guidance and coaching to L1 Service Desk Specialists - Create, update, and improve knowledge articles and SOPs - Adhere to all ITSM processes including incident, request, and major incident flows - Consistently meet or exceed SLAs, KPIs, and service quality metrics - Collaborate with Tier 2 (App Dev)/ Tier 3 (Infra) teams for seamless escalations Qualifications Required: - 46 years of experience in IT Service Desk / Help Desk / Remote Support roles - Proven experience handling escalated incidents in a 24x7 support environment - Strong troubleshooting and diagnostic skills across end-user technologies - Experience with Service Desk ticketing systems, remote support tools, and contact center tools - Solid understanding of ITIL / IT Service Management fundamentals - Excellent verbal and written communication skills in English Gartner, Inc. is a global company that guides leaders in shaping the world by providing expert analysis and bold ideas to deliver actionable, objective business and technology insights. With a workforce of over 20,000 associates supporting clients in 90 countries, Gartner offers limitless opportunities for professional growth and personal development. At Gartner, you'll be part of a diverse and inclusive team that values collaboration and results-driven approaches. If you have a passion for AI and want to be part of a team that's leading the AI revolution, Gartner is the place for you. With world-class benefits, competitive compensation, and a supportive hybrid work environment, Gartner provides the platform for you to thrive and grow in your career. Join us at Gartner and be a part of a team that is reshaping the business and technology landscapes through AI innovation.