Senior Analyst - IT Support

Marsh McLennan Companies; Birmingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading global professional services firm in Birmingham is seeking a dedicated individual for the role of Senior Analyst - IT Support. This position requires providing effective technical support to various business lines, diagnosing issues, and ensuring timely resolution. The ideal candidate will have over 3 years of technical support experience, strong communication skills, and a minimum of an associate's degree in a technology-related field. The role is office-based five days a week, offering opportunities for professional development and a supportive work environment.

Benefits

Professional development opportunities

Inclusive workplace culture

Qualifications

• 3+ years of experience in a technical support role.
• Strong knowledge of desktop operating systems and software.
• Ability to work independently and adapt to a changing environment.

Responsibilities

• Deliver technical support through various channels.
• Assist with the setup and troubleshooting of hardware and software.
• Log and document all issues according to procedures.

Skills

Technical support experience

Troubleshooting skills

Customer service skills

Communication skills

Education

Associate's degree in technology-related discipline

Job description

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.

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 an impact on 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.

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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