Analyst - IT Support

Mercer; United Arab Emirates; Hybrid; AED 120,000 - 200,000; Full time

Job summary

A leading professional services firm is seeking an IT Support Analyst to provide technical support both onsite and remotely in Dubai and Abu Dhabi. The role requires a minimum of 5 years of IT support experience and excellent communication skills in English. Candidates should have problem-solving abilities and familiarity with ticketing systems. This hybrid position involves collaboration across teams and may require occasional travel within the UAE.

Qualifications

• Minimum 5 years of relevant IT support experience in a customer-focused environment.
• Strong knowledge of desktop operating systems and software.
• Ability to work independently and collaboratively in a multicultural environment.

Responsibilities

• Provide technical support via in-person, phone, chat, and virtual channels.
• Assist with setup, configuration, troubleshooting, and maintenance of laptops.
• Respond promptly to incidents and service requests.

Skills

IT support experience

Problem-solving abilities

Effective communication in English

Education

University degree or college diploma in technology

Tools

ServiceNow

Job description

Marsh McLennan is seeking a dedicated and skilled IT Support Analyst to join our Colleague Tech team in Dubai. This hybrid role requires working five days per week, providing both onsite and remote technical support to colleagues across multiple offices in Dubai, Abu Dhabi, and other locations.

As the IT Support Analyst, you will be the primary IT contact in Dubai, assisting with the installation, configuration, and maintenance of workstations, business applications, and related equipment. You will collaborate closely with IT teams across the Middle East and globally to ensure seamless service delivery.

Key Responsibilities

• Provide technical support via in-person, phone, chat, and virtual channels.
• Assist with setup, configuration, troubleshooting, and maintenance of laptops and related hardware/software.
• Respond promptly to incidents and service requests, escalating unresolved issues as necessary.
• Maintain clear communication with colleagues regarding their support requests.
• Document all issues and support activities following Standard Operating Procedures (SOP).
• Utilize the Incident Management system (e.g., ServiceNow) to log and track support tickets.
• Support proactive initiatives and collaborate with other technical teams to resolve device and system issues.
• Participate in training sessions to enhance knowledge of Marsh McLennan applications and systems.
• Assist with assigned projects and business-critical events, including occasional weekend or after-hours support during emergencies.
• Complete compulsory training and education to maintain current technical knowledge.
• Perform time tracking and resource allocation tasks as required.
• Travel occasionally within the UAE to support other Marsh McLennan offices, primarily in Dubai and Abu Dhabi. Use own vehicle for travel; expenses will be reimbursed.

Required Qualifications and Skills

• Minimum 5 years of relevant IT support experience, preferably within professional services or a similar customer-focused environment.
• Experience with ticketing systems such as ServiceNow and incident management processes.
• University degree or college diploma in a technology-related discipline is advantageous but not mandatory.
• Strong knowledge of desktop operating systems and software.
• Effective problem-solving and troubleshooting abilities.
• Familiarity with ITIL framework is preferred.
• Excellent verbal and written communication skills in English with fluent business-level proficiency (required).
• Proficiency in Arabic and/or a European language is a plus but not required.
• Ability to work independently and collaboratively in a multicultural, open office environment.
• Strong organizational skills with the ability to multitask and work under pressure.
• Professional and international mindset to thrive in a diverse, multicultural workplace.
• Flexibility and agility to support multiple office locations and adapt to changing priorities.
• Valid UAE driving license and ownership of a car are crucial requirements due to travel needs between offices. Candidates will be compensated for travel expenses.

Working Relationships

• Collaborate with Marsh McLennan business colleagues, supervisors, managers, and IT teams across the Middle East and global offices.
• Liaise with third-party service providers and vendors for service delivery and support.

Additional Information

• This is a hybrid role requiring five days per week, providing both onsite and remote support across multiple offices in Dubai, Abu Dhabi, and other locations.
• Occasional weekend or after-hours support may be required during business-critical events or emergencies.
• The recruitment process will include multiple interview rounds conducted by various stakeholders.