Senior Analyst - IT Support

Marsh; Kuala Lumpur; On-site; MYR 72,000 - 96,000; Full time

Job summary

Marsh in Kuala Lumpur is seeking a Senior Analyst - IT Support to deliver end-user IT support across Malaysia and APAC. You will troubleshoot hardware and software, configure devices, log incidents, and work with regional teams to ensure timely service delivery.

The role requires 2–3 years in IT support, strong problem-solving and communication skills, and a proactive approach to learning new technologies. On-site role with occasional travel and weekend support as needed.

Qualifications

• 2–3 years of relevant IT end-user or desktop support experience.
• Hands-on hardware and software troubleshooting experience.
• Familiarity with IT service management and ticketing systems (e.g., ServiceNow).
• Strong problem-solving, communication and customer service skills.
• Ability to work independently and collaborate with regional teams.
• Willingness to learn new technologies and internal systems.

Responsibilities

• Provide comprehensive IT end-user support through in-person, phone, and virtual channels.
• Install, configure, maintain, troubleshoot and repair laptops, desktops, hardware, software and mobile devices.
• Diagnose and resolve incidents and service requests with target response within 4 hours and resolution within 24 hours.
• Configure devices, perform imaging/re-imaging and optimization.
• Log and manage incidents in IT ticketing system per SOPs and escalate as needed.
• Proactively monitor devices using Nexthink and other tools.
• Collaborate with local and regional IT teams to resolve system issues.
• Provide training and knowledge sharing to users.

Skills

End-user IT support

Desktop support

Technical troubleshooting

Customer service

Communication skills

Independent work

Regional collaboration

Tools

ServiceNow

Nexthink

Job description

Company: Marsh

Description:

We are seeking a talented individual to join our IT Support team at Marsh. This role will be based in Pavilion Damansara, Kuala Lumpur.

Senior Analyst - IT Support

This role will play a key part in delivering dedicated IT end-user support to Oliver Wyman (OWG) operations, primarily supporting colleagues in Malaysia while extending technical support across the APAC region. The successful candidate will be responsible for providing timely and effective technical assistance, troubleshooting hardware and software issues, and ensuring a seamless technology experience for end users.

We will count on you to:

• Provide comprehensive IT end-user support through various channels, including in-person assistance, phone and virtual support platforms such as Zoom.
• Install, configure, maintain, troubleshoot and repair laptops, desktops, hardware, software and mobile devices.
• Diagnose and resolve technical incidents and service requests efficiently, ensuring an initial response within 4 hours and targeting resolution within 24 hours in accordance with OWG support requirements.
• Configure and reconfigure laptops, including device setup, system imaging, re-imaging and performance optimisation.
• Log, document, track and manage incidents and service requests using the organisation's IT incident management system, ensuring compliance with standard operating procedures.
• Escalate complex technical issues to the appropriate resolver groups, ensuring timely handovers, follow-ups and resolution.
• Proactively monitor and identify potential device and system issues using Nexthink and other performance management tools.
• Collaborate with local and regional IT teams, including engineering and technical specialists, to troubleshoot and resolve system-related issues.
• Provide proactive communication, technical guidance, training and knowledge sharing to colleagues to enhance their understanding and effective use of IT systems and devices.
• Support OWG operations across Malaysia and the wider APAC region, ensuring consistent service delivery and operational continuity.
• Participate in IT projects, system improvements and other technical initiatives as assigned.
• Maintain accurate documentation, service records and time-tracking information in accordance with business requirements.
• Participate in required technical training and professional development activities to maintain up-to-date knowledge of IT systems and technologies.
• Provide occasional weekend, public holiday or after-hours support for system maintenance, technical emergencies or business-critical incidents, as required. Travel occasionally based on operational or business needs.

What you need to have:

• Minimum 2-3 years of relevant experience in IT end-user support, desktop support, technical support or a similar IT service desk environment.
• Hands‑on experience in hardware and software troubleshooting, installation and maintenance.
• Familiarity with IT service management and ticketing systems, such as ServiceNow or equivalent platforms.
• Strong problem‑solving, communication and customer service skills.
• Ability to work independently, manage multiple priorities and collaborate with regional teams.
• Willingness to learn new technologies and internally developed systems.

What makes you stand out:

• Experience supporting IT operations in a multinational or regional environment.
• Familiarity with ServiceNow or similar IT support and monitoring tools.
• Experience supporting customised applications and enterprise IT systems.
• A proactive, adaptable mindset with a passion for continuous improvement and delivering excellent end-user support.

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 (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh 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 beli