Analyst – IT Support

Job Description

The Analyst – IT Support will provide essential technical support to business colleagues across multiple lines of business within Marsh. You will assist with the installation, operation, diagnose, and maintenance of workstations, business applications, and related equipment, ensuring support is delivered in line with agreed KPIs and SLAs. The role also involves contributing to the office technology infrastructure and may require occasional support during weekends and out-of-hours for crisis or emergency situations.

We will count on you to:

• Offer support to colleagues through various channels including in-person, phone, chat, and virtual.
• Assist in the setup, configuration, and basic troubleshooting of laptops and related hardware/software.
• Respond to incidents and requests, escalating issues as needed and documenting all issues per Standard Operating Procedures.
• Communicate proactively with colleagues regarding their support requests.
• Support proactive technical initiatives and collaborate with other technical teams.
• Participate in training sessions to enhance knowledge of Marsh applications and systems.
• Manage and maintain accurate inventory of local hardware assets
• Assist in disconnecting, moving and reconnecting laptop technology hardware for single user, multi-user and office moves
• Assist with assigned projects and events as needed.
• Perform occasional weekend or after-hours work for business-critical events or emergencies.
• Complete time tracking and compulsory training to maintain current knowledge.

What you need to have:

• At least 2 years of related work experience.
• Strong knowledge of Windows-based Operating Systems in addition to the Apple Mac Operating System
• Knowledge of standard PC software/applications (i.e. Microsoft 365, Teams, SharePoint, OneDrive, BitLocker etc).
• Understanding of Active Directory and Microsoft Exchange environments
• Solid understanding of remote connectivity solutions such as VPN, ZScaler, Citrix, VDI, CloudPC and wireless networking
• Experience with Mobile Device Management for iOS devices & Android devices
• Effective problem-solving, troubleshooting, and organizational skills.
• Excellent customer service and verbal communication skills.
• Ability to work independently and as part of a team.
• Ability to multi-task and work under pressure

What makes you stand out:

• University degree or college diploma in a technology-related discipline (advantageous but not required).
• ITIL certification (preferred).

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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