IT Support Senior Analyst

Job description / Role

Company description

Oliver Wyman is now looking to hire an experienced professional as an IT Support Senior Analyst based in our Dubai office.

Job overview

Provides technical support to colleagues both proactively and reactively, via a variety of support channels both inbound and outbound across multiple lines of business within MMC. This includes ownership of the support process through effective diagnosis, troubleshooting, and resolution for software and hardware related issues either in person or virtually.

Deliver support in accordance with agreed KPIs and SLAs.

The role is a hybrid position that requires onsite presence a minimum of 4 days per week with 1 remote support day.

There may be occasional support required during weekends and out of hours during crisis or emergency situations.

Key responsibilities

• 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 repair of 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 and when assigned.

• Will require weekend and after-hours work for occasional emergencies.
• Adhere to responsibilities such as compulsory training and education as and when required to maintain current knowledge.
• Perform time tracking tasks as required to ensure resources are allocated correctly to business requirements.

Education

Associates 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.

Experience

Two years of related work experience in a technical support role. Background of working as a technical troubleshooter.

Knowledge and skills

• Very strong knowledge of industry desktop operating systems and software.
• Excellent organizational and prioritization skills.
• Thorough troubleshooting and analysis skills.
• Superior customer service skills.
• Ability to communicate effectively, both verbally and written.
• Ability to work independently and with minimal supervision and under pressure.
• Ability to adapt to a changing environment with a wide degree of creativity and latitude.
• Fluent in English to business level.

Other requirements

• Relevant industry certifications.
• ITSM understanding.
• Ability to work with local and remote teams over different time zones.
• Travel may be required depending on location.
• Occasional evening and weekend work may be required.

Internal contacts

• MMC business colleagues - supporting colleagues who contact Colleague Tech Support Services.
• Supervisors and managers.
• Colleagues and peers within other technology teams on day-to-day support issues.
• Business IT support groups on day-to-day support issues as required.

External contacts

• Third party resolver teams (Dell, HP, Lenovo, BT, Vodafone, AT&T etc.) - day-to-day working relationship for service delivery and support.

About Oliver Wyman

Oliver Wyman, a business of Marsh McLennan, is a management consulting firm combining deep industry knowledge with specialized expertise to help clients optimize their business, improve operations, and accelerate performance. Marsh McLennan is a global leader in risk, strategy, and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective.

Diversity and inclusion

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, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex or gender, skin color, or any other characteristic protected by applicable law.