Job Description
About Gartner IT:
Gartner IT delivers reliable, cutting-edge 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 f

📌 Help Desk Specialist (Chennai)
🏢 Gartner
📍 Chennai