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Senior Analyst - Onsite Technical Support

Posted 21 Sep 2022
Work experience
2 to 5 years
Full-time / part-time
Job function
Degree level
Required languages
English (Fluent)
Dutch (Fluent)

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An exciting opportunity has arisen for an Onsite Technical Support Analyst to provide technical support within the Service Management (SM) Department of Marsh & McLennan Companies and Oliver Wyman in Baker Street, London.

  • Being the first point of contact on any technology-related process, application or device, you will be providing 1st, 2nd and in some cases 3rd Line support to employees of Oliver Wyman; by diagnosing, reporting and resolving or correcting hardware and software problems.
  • You will manage all aspects of the installing, maintaining and troubleshooting hardware and software according to company standards – reconfiguring existing systems or performing system upgrades as required.
  • This will require monitoring and escalating issues until resolution, closure or handoff to a specialised support team.
  • This position will require the successful individual to provide technical support to users based in UK territories; therefore the shift pattern will be between Monday – Friday, between 7am and 7pm.

What can you expect?

  • To join one of the largest industries within financial services that offers long term career development opportunities
  • To be part of a team who collectively deliver client solutions – as a team
  • To be trained in all aspects of the job by experienced colleagues
  • You can expect to work in a fast-paced team

What you will be rewarded with?

  • We offer competitive salaries and comprehensive benefits.
  • Long term training and career progression
  • We also offer support programmes including: health & welfare, tuition assistance, pension, employee assistance program, employee network groups and volunteer opportunities.

We will rely on you to:

  • Demonstrates ability at a 2nd/3rd line level with focus on customer excellence through root cause analysis.
  • Demonstrates ownership through lifecycle of issues or problems.
  • Exposure into EUX toolsets would be beneficial
  • Demonstrates VDI knowledge and support abilities.
  • Some weekend work will be required as and when needed.
  • Leads and supports events, such as infrastructure changes, software releases and BCP etc.
  • Responds to incidents within SLA with appropriate level of urgency, and follows up with customers on all issues.
  • Escalates incidents, and questions to appropriate support groups.
  • Provides support for all Office Infrastructure technologies across all tiers, within agreed timeframes or SLAs. This will also include Tech Stop Duties.
  • Ensures Infrastructure Systems are maintained in accordance with service owner guidelines, and are in compliance with Business Continuity agreements.
  • Follows operational guidelines, principles, and processes; as described by Management.
  • Participates in local office leadership meetings as appropriate.
  • Provides expert advice and consultation to colleagues.
  • Uses Corporate Incident Management System to record and track all support work.
  • Maintains accurate hardware and software records for corporate assets.
  • Performs time tracking tasks, as required.
  • Supports team’s abilities and functions through positive customer relations.
  • Contributes to improvements and enhancements of processes/procedures.
  • Performs and owns duties as assigned by management.

What you need to have:

  • Experience of working within a similar capacity for a Service Desk or as a Desktop Engineer.
  • Technical Troubleshooting experience.
  • Familiar with a variety of the field’s concepts, practices, and procedures
  • Must have excellent verbal and written communication skills

What makes you stand out?:

  • Ability to work within a team and happy to support senior colleagues
  • A “can do” attitude.
  • Hardware Support Experience
  • Bachelor’s degree in computer science or equivalent
  • Analytical, creative and resilient

Marsh is the global market leader in insurance brokerage and risk management. We help our clients in identifying and managing risks and creating new growth opportunities. In more than 130 countries, our experts help customers anticipate, identify and better understand possible risks. In the current, increasingly uncertain, global business environment, Marsh helps customers to survive successfully.

500 employees