Senior Analyst - IT Support

Company:Marsh

Description:

We are seeking a dedicated individual to join our Technical Support team at Marsh & McLennan as a Senior Analyst - IT Support. This role will require employees to be in the office five days a week.

In this role, you will be instrumental in providing technical support across multiple lines of business, ensuring effective diagnosis, troubleshooting, and resolution of software and hardware-related issues.

We will count on you to:

• Deliver technical support to colleagues through various channels (in-person, phone, virtual) while adhering to agreed KPIs and SLAs.
• Proactively communicate and follow up on incidents and requests, ensuring timely resolution and escalation as needed.
• Assist with the setup, maintenance, and troubleshooting of all MMC hardware, software, and mobility technology.
• Log and document all issues according to standard operating procedures and use the MMC Tech incident management system for tracking.
• Collaborate with engineering teams to proactively identify and remediate at-risk devices and systems.
• Provide training and knowledge sharing on MMC systems to maximize functionality and usage.
• Participate in administrative tasks, including time tracking and compliance with training requirements.

What you need to have:

• A minimum of an associate's 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.
• 3+ years of experience in a technical support role with a strong troubleshooting background.
• Strong knowledge of industry-standard desktop operating systems and software.
• Excellent organizational, prioritization, and customer service skills.
• Effective verbal and written communication abilities.
• Ability to work independently and adapt to a changing environment.

What will make you stand out:

• Relevant industry certifications and ITSM understanding.
• Experience working with local and remote teams across different time zones.
• Willingness to work occasional evenings and weekends for emergencies.

Marsh McLennan (NYSE: MMC) 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 $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.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 and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected].

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.