IT Support Senior Analyst

Job Overview

• Provides technical support to colleagues both pro-actively & re-actively, via a variety of support channels both inbound and outbound across multiple lines of businesses within MMC . This includes ownership of the support process through effective diagnosis, troubleshooting and resolution for software and hardware related issues either in person or virtually.
• Deliver support in accordance with agreed KPIs and SLAs.
• The role is a hybrid position that requires onsite presence minimum 4 days per week with 1x remote support day.
• There may be occasional support required during weekends and out of hours during crisis/emergency situations.

Key responsibilities

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 Nexthink 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.

Education

• Associates degree in a technology related discipline, or a combination of work experience, education and training equivalent to a two-year college in a technology related discipline.

Experience

• Two years of related work experience in a technical support role.
• Background of working as a technical troubleshooter.

Knowledge and Skills

• 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.

Other Requirements

• Relevant Industry certifications.
• ITSM understanding.
• Ability to work with local and remote teams over different time zones.
• Travel may be required depending on location.
• Occasional evening and weekend work may be required.

Internal Contacts

• MMC business colleagues supporting colleagues who contact Colleague Tech Support Services.
• Supervisors & Managers
• Colleagues and peers within other Technology teams on day-to-day support issues.
• Business IT support groups on day-to-day support issues (as required).

External Contacts

• Third party resolver teams (Dell, HP, Lenovo, BT, Vodafone, AT&T etc.) day-to-day working relationship for service delivery and support.