IT Support Senior Analyst

As an IT Support Senior Analyst at MMC based in Gurugram, your role involves providing dedicated onsite IT support to Oliver Wyman colleagues. You will be responsible for providing technical support to colleagues through various channels, diagnosing and resolving software and hardware issues, adhering to agreed KPIs and SLAs, and ensuring effective communication and follow-up on all incidents and requests. This is a hybrid position requiring onsite presence for a minimum of 4 days per week with 1 day of remote support. **Key Responsibilities:** - Provide reactive technical support to colleagues through various channels such as in-person, phone, and virtual pop-in Zoom. - Assist in building, installing, maintaining, troubleshooting, and repairing all MMC hardware, software, and mobility technology. - Respond to and resolve incidents and requests, escalating with the appropriate level of urgency. - Proactively communicate and follow up with colleagues on all incidents and requests. - Reconfigure existing laptops and perform tune-up services as required. - Log all issues with appropriate documentation and escalate requests in a timely manner. - Route incidents to the appropriate support teams and monitor until resolution. - Provide proactive technical support through digital channels based on data in Nexthink. - Collaborate with engineering teams to proactively remediate at-risk devices and systems. - Conduct proactive training and knowledge sharing on MMC systems and devices. - Assist with projects as assigned. **Administrative Tasks and Training:** - Be prepared for weekend or after-hours work during emergencies. - Adhere to compulsory training and education requirements. - Perform time tracking tasks to ensure correct resource allocation. **Qualifications:** - Associates degree in a technology-related discipline or equivalent work experience. **Experience:** - Two years of related work experience in a technical support role. - Background in technical troubleshooting. **Knowledge and Skills:** - Strong knowledge of industry desktop operating systems and software. - Excellent organizational and prioritization skills. - Superior customer service and communication skills. - Ability to work independently, adapt to changing environments, and handle pressure effectively. - Fluent in English at a business level. **Other Requirements:** - Relevant industry certifications and ITSM understanding. - Ability to work with local and remote teams across different time zones. - Occasional travel may be required. - Evening and weekend work may be necessary. In this role, you will collaborate with internal contacts including MMC business colleagues, supervisors, managers, and peers within other Technology teams. You will also work with external contacts such as third-party resolver teams for service delivery and support.,