Senior Analyst - IT Support

Company: Marsh

Description:

We are seeking a talented individual to join our IT Support team at Marsh as a Senior Analyst - IT Support. This role will be based in Montreal office and requires working onsite.

We will count on you to:

• Provide excellent IT customer support to colleagues in our offices. Troubleshoot SW and HW issues onsite and remotely.
• Work onsite at the office and 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 appropriate level of urgency.
• Proactively communicate and follow 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 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 escalate issues until resolution, closure or the appropriate group has accepted.
• Use 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 assigned; weekend/after-hours work may be required for occasional emergencies.
• Adhere to responsibilities such as compulsory training and education as required to maintain current knowledge.
• Perform time tracking tasks to ensure resources are allocated correctly to business requirements.

What you need to have:

• 1 year of experience in IT support.
• Holder of a DEP.
• Good general knowledge of standard computer hardware.
• Superior customer service skills.
• The ability to work in a team.
• Ability to plan and organize own activities independently, and to prioritize them.
• Ability to provide support to the manager in the short term in the absence of the regular immediate supervisor.
• Ability to clearly express ideas in writing and orally.
• Good presentation skills.
• Ability to train colleagues in the business and technology sectors.
• Strong communication skills.
• Ability to work in a normal office environment.
• Ability to lift and move desktop computers and related equipment.
• Frequent local trips may be required depending on the location.
• Occasional long-distance trips may be necessary.
• Evenings and weekends may occasionally be necessary.

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 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.

Quebec Residents: In accordance with Bill 96, candidates must demonstrate proficiency in both English and French, as this role requires effective communication with our bilingual clientele.