IT Support Analyst @MMCTech

Description :

We are looking for a new IT Support Analyst who will provide technical support to colleagues via various inbound and outbound support channels across multiple lines of business within MMC. This includes ownership of the support process through effective diagnosis, troubleshooting and resolution for software and hardware issues either in person or virtually. Deliver support by agreed KPIs and SLAs. There may be occasional support required during weekends and out-of-hours during crisis / emergencies.

We value collaboration and teamwork, and as part of our commitment to fostering a dynamic work environment, we require our onsite technical team members to be present in the office four days per week. This arrangement allows for effective communication, hands-on support, and a stronger connection with colleagues, ultimately enhancing our ability to deliver exceptional results.

Marsh McLennan (MMC) has established its EMEA Technology Hub in Cluj, Romania, reflecting our commitment to innovation and excellence. This hub is central to our digital strategy, addressing emerging challenges and enhancing service delivery through advanced technology solutions that empower our clients and promote sustainable growth.

We will count on you to :

• 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 repairing all MMC hardware, software and mobility technology problems.
• Respond to and resolve incidents and requests and escalate with an 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 promptly with warm hand-offs to other technical resolver groups
• Route incidents to appropriate support teams as per the described troubleshooting steps.
• Monitor and escalate issues until resolution, closure or the appropriate group has accepted.
• Use the 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 proactively remediate devices and systems identified as at risk.
• Provide proactive 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 :

Why join our team :

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 creating 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.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.