Help Desk Specialist

Gartner; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Gartner IT is seeking a Remote Desktop Support Engineer to join its 24x7 Service Desk, delivering world-class client support. The role is 100% office-based in Gurugram and requires rotational night shifts to ensure continuous coverage across global teams.

You will resolve complex incidents, document solutions, and coach junior staff while maintaining high standards of service quality and customer focus in a fast-paced AGILE‑SCRUM environment.

Qualifications

• 4–6 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.
• Comfortable working with non-technical users in a global environment.

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.
• Ensure accurate diagnosis, resolution documentation, and user communication.
• Provide real‑time guidance and coaching to L1 (Frontline) Service Desk Specialists.
• Perform regular ticket quality reviews to ensure SOP and process compliance.
• Reinforce ticket hygiene, troubleshooting standards, and customer communication quality.
• Create, update, and improve knowledge articles and SOPs.
• Convert recurring issues into documented solutions.
• Maintain high standards for accuracy and usability within the knowledge base.
• 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 to ensure seamless escalations.
• Provide courteous, professional, and customer‑focused support at all times.

Skills

Incident resolution

L1 escalation handling

Remote support tools

ITIL/ITSM fundamentals

English communication

Shift work

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

Remote support tools

Contact center tools

Job description

Job Description

Job Description

About Gartner IT

Gartner IT delivers reliable, innovative technology services that empower associates worldwide. The Service Desk is the front line of IT support, providing a world class customer experience while protecting Tier 2 (App Dev)/ Tier 3 (Infra) teams from unnecessary disruption through effective incident resolution and triage.

What will you do

Gartner is looking for a well‑rounded and motivated Remote Desktop Support Engineer to join its Service Desk support team which is responsible for building Trust as Business Enabling Partner that Delivers World Class Customer Support Experience. The Service Desk operates 24x7 to support global teams across multiple time zones. This role is 100% office-based and requires flexibility to work rotational shifts, including nights, to ensure continuous service coverage and meet business needs. This role focuses on execution excellence, technical problem-solving, and operational quality, without owning long term technology strategy or domain governance.

What you will need

Advanced Incident Resolution

• 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
• Ensure accurate diagnosis, resolution documentation, and user communication

L1 Enablement & Quality Assurance

• Provide real‑time guidance and coaching to L1 (Frontline) Service Desk Specialists
• Perform regular ticket quality reviews to ensure SOP and process compliance
• Reinforce ticket hygiene, troubleshooting standards, and customer communication quality

Knowledge & Documentation

• Create, update, and improve knowledge articles and SOPs
• Convert recurring issues into documented solutions
• Maintain high standards for accuracy and usability within the knowledge base

Operational Excellence

• 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 to ensure seamless escalations
• Provide courteous, professional, and customer‑focused support at all times

Must have:

• 4–6 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
• Comfortable working with non‑technical users in a global environment.

Good to have:

• ITIL v4 certification
• HDI or ITSM certifications
• Microsoft or relevant technical certifications
• Nexthink certification

Who you are

• Bachelor's degree or equivalent professional experience/certification required. Candidates with degrees in Information Technology, Computer Science, Information Systems, Computer Applications (BCA), Sciences (B.Sc.), or related disciplines are preferred.
• Excellent communication and prioritization skills.
• Able to work independently or within a team proactively in a fast‑paced AGILE‑SCRUM environment.
• Owns success – Takes responsibility for successful delivery of the solutions.
• Strong desire to improve upon their skills in software development, frameworks, and technologies

#LI-SP7

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 business and technology insights, helping enterprise leaders and their teams succeed with their mission‑critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s 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 vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

What do we offer?

Gartner offers world‑class 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 it’s productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Job Requisition ID:111743

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