IT Support Senior Analyst

IT Support

This is a hybrid that has a requirement of working at least Four days a week in the office.

We will count on you to:

Reactive Technical Support

• Provide support to all colleagues through a variety of channels (in-person, phone, virtual pop-in Zoom).
• Assist with building laptops and installing, maintaining, troubleshooting and repair of all MMC hardware, software and mobility technology problems.
• Respond to and resolves incidents and requests and escalates with appropriate level of urgency.
• Proactively communicates and follows up with colleagues on all incidents and requests.
• Reconfigure existing laptops and/or perform tune-up services (quick and re image) as required.
• Log all issues with appropriate documentation as determined by standard operating procedures.
• Escalate requests in a timely manner with warm hand-offs to other technical resolver groups.
• Route incidents to appropriate support teams as per described troubleshooting steps.
• Monitor and escalate issues until resolution, closure or the appropriate group has accepted.
• Use MMC Tech incident management system to record and track all support work.

Proactive Technical Support

• Provide proactive support to all colleagues through a variety of digital channels based on data in Next think and other performance management systems.
• Collaborate with engineering teams to pro-actively remediate device and systems identified as at risk.
• Provide pro-active training and knowledge sharing on MMC systems and devices to maximize functionality usage.
• Assist with projects as and when assigned.

Administrative Tasks and Training

• Will require weekend / after-hours work for occasional emergencies.
• Adheres to responsibilities such as compulsory training and education as and

when required to maintain current knowledge.

• Performs time tracking tasks as required to ensure resources are allocated

correctly to business requirements.

What you need to have:

• Associates degree in a technology related discipline, or a combination of work experience, education and training equivalent to a two-year.
• Graduate in a Computers or related discipline.
• Very strong knowledge of industry desktop operating systems and software.
• Excellent organizational and prioritization skills.
• Through troubleshooting and analysis skills.
• Superior customer service skills.
• Ability to communicate effectively, both verbally and written.
• Ability to work independently and with minimal supervision and under pressure.
• Ability to adapt to a changing environment with a wide degree of creativity and latitude.
• Fluent in English to business level.

What makes you stand out?

• Proven communication skill traits
• Strong analytical, problem solving and decision making skills.
• Strong communication / presentation skills

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh, a business of Marsh McLennan (NYSE: MMC), is the worlds top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman . With annual revenue of $23 billion and more than 85,000 colleagues,

Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com , or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, caste, gender identity or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.