Senior Analyst - IT Support

MMC; Louisville (KY); Hybrid; USD 48,000 - 75,000; Full time

Job summary

Marsh in Louisville, Kentucky is seeking an IT support senior analyst to join the service desk. The role offers a hybrid work arrangement requiring three days in the office weekly, and you will diagnose, report, and resolve hardware and software problems for colleagues across lines of business.

You will provide support through in-person, phone, and virtual channels, respond to incidents, escalate when needed, and track work in ServiceNow while keeping stakeholders informed.

Qualifications

• High school diploma or equivalent; Associates degree in IT preferred.
• At least 2+ years in a helpdesk environment.
• Strong customer service skills.

Responsibilities

• Provide support to colleagues through in-person, phone, and Zoom channels.
• Respond to incidents and requests, escalating with appropriate urgency.
• Communicate and follow up on all incidents and requests.
• Escalate requests with warm hand-offs to other resolver groups.
• Route incidents to appropriate teams per troubleshooting steps.
• Monitor and escalate issues until resolution or hand-off.
• Record and track work using ServiceNow incident management.
• Provide proactive support using Nexthink data and other tools.
• Deliver proactive training and knowledge sharing on Marsh systems.
• Assist with projects as assigned and maintain current knowledge.
• May require weekend/after-hours work for emergencies.

Skills

Customer service

Help desk

Communication

Education

High school diploma

Associate degree in IT

Tools

Microsoft Office

Windows

Citrix

Virtual desktops

ServiceNow

Job description

We are seeking a talented individual to join our IT support service desk team at Marsh. This role will be based in Louisville, Kentucky, and offers a hybrid work arrangement, requiring a minimum of three days per week in the office. As an IT support senior analyst, you will provide IT support to colleagues across multiple lines of business through diagnosing, reporting and resolving or correcting hardware and software problems remotely.

We will count on you to:

• Provide support to all colleagues through a variety of channels (in-person, phone, virtual pop-in Zoom)
• Respond to and resolve incidents and requests and escalates with appropriate level of urgency.
• Proactively communicates and follows up with colleagues on all incidents and requests
• 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 escalates issues until resolution, closure or the appropriate group has accepted.
• Use Service Now 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
• Provide proactive training and knowledge sharing on Marsh systems and devices to maximize functionality usage.
• Assist with projects as and when assigned.
• Adheres to responsibilities such as compulsory training and education as and when required to maintain current knowledge.
• May require weekend / after-hours work for occasional emergencies.

What you need to have:

• High school diploma or equivalent; Associates degree in IT or related field preferred
• Must possess at least 2+ years experience working in a helpdesk environment
• Strong customer service skills

What makes you stand out

• Associate degree or 2+ years of college level courses.
• A+, Network+, or similar technical certifications
• Thorough working knowledge of Microsoft office, Windows, Citrix, and virtual desktops

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.

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 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 [e-mail]. Marsh 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 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.