Senior Analyst - IT Support

Company:Marsh

Description:

We are seeking a talented individual to join our IT Support team at Marsh as a Senior Analyst - IT Support. This role will be based in Montreal office. This role has a requirement of working onsite at the office.

We will count on you to:

• Provide excellent IT customer support to colleagues in our offices. Troubleshoot SW and HW issues onsite and remotely.

• To work onsite at the office and 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.

• 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. 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:

• 1 year of experience in IT support

• Holder of a DEP

• Good general knowledge of standard computer hardware.

• Superior customer service skills.

• The ability to work in a team.

• Ability to plan and organize own activities independently, and to prioritize them.

• Ability to provide support to the manager in the short term in the absence of the regular immediate supervisor.

• Ability to clearly express ideas in writing and orally.

• Good presentation skills.

• Ability to train colleagues in the business and technology sectors.

• Strong communication skills

• In accordance with Bill 96, candidates must demonstrate proficiency in both English and French, as this role requires effective communication with our bilingual clientele (including other Canadian provinces and even in the United States )

• Ability to work in a normal office environment.

• Ability to lift and move desktop computers and related equipment.

• Frequent local trips may be required depending on the location.

• Occasional long-distance trips may be necessary.

• Evenings and weekends may occasionally be necessary.

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 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, or any other characteristic protected by applicable law. In accordance with applicable legislation, Marsh McLennan will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need please contact [email protected]